GenAI IVR Reinvents the Voice Experience
A Gartner® Case Study on Hopper’s AI-powered voice transformation
Hopper, a leading travel and leisure company, faced a critical challenge: while customers preferred chat and chatbots, they still relied heavily on phone support. In response, Hopper implemented a Generative AI-powered Interactive Voice Response (IVR), transforming their customer interactions and reducing their cost per contact significantly.
We believe you can read this Gartner® Case Study to learn more about:
- Why Hopper pivoted from chatbots to AI-driven IVR—meeting customers on the channel they actually use.
- How Hopper’s IVR balances automation with human support—seamlessly transferring customers to agents when needed.
- How to design AI-driven IVR for long-term customer engagement, not just call containment.
- The measurable impact of GenAI IVR in CSAT score, cost reduction, and more
Gartner, Case Study: GenAI IVR Reinvents the Voice Experience, 20 November 2024, Olivia Foster, Emily Potosky
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