Call for change
When tech meets human ingenuity
A valuable difference
33
minute reduction on Average hold time. From 38 to less than five minutes.
98%
proportion of calls answered. It increased from 74% to 98%.
45%
of callers who didn’t require a live agent because their questions were answered by the interactive voice recognition system.
350K
of questions handled by Ava from residents. It continues to operate successfully.
AVA virtual agent
Meet the team
Tami Waggoner
Managing Director – Strategy & Consulting, Customer Sales and Service, North America
Elizabeth Wright
Managing Director – Public Service, Client Account Lead, North America
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