Conversational IVR—Omni-channel customer engagement success stories

Natural language – NYC311 service better than ever.

Speech IVR solution helps NYC311 deliver a superior customer experience at a lower cost.

Company profile

NYC311: The nation’s largest and most comprehensive 311 service

New York City, the most populous metropolitan area in the United States, is home to over 8.3 million residents. To serve this massive and diverse population the City operates the nation’s largest and most complex municipal government with more than 350,000 city employees and 120 agencies, offices and organizations offering over 4,000 different services to residents.

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NYC311 uses Nuance Conversational IVR

We have worked closely with Nuance to develop a service experience unparalleled in the 311 community. Through the successful implementation of cutting-edge speech recognition and intelligent call routing, we’re providing our customers with the quality and ease of use they have come to expect from New York City.

Joseph Morrisroe
Executive Director
NYC311

Challenge

  • Handle ever-increasing call volume more effectively
  • Continually improve the customer experience
  • Improve operational efficiencies to reduce expenses
  • Reduce misroutes and agent-to-agent transfers

Solution

  • Implement a Natural Language Call Steering application to route calls quickly and accurately
  • Develop self-service features, 311 agent screen pop and robust reporting
  • Deploy an administration portal to make applications changes quick and simple

Results

  • Enabled NYC311 to deliver a superior customer experience at a lower cost
  • Increased agent availability by up to 25%
  • Increased call center capability by over 20% during high demand days and emergency response periods

Background

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