The Bot That Never Got (It)

Yesterday, I called ICICI Bank regarding an eKYC issue. I was greeted by an incredibly enthusiastic bot, as cheerful as a bulbul in spring.

As someone who analyzes bot interactions for a living, I usually know exactly how to trip them up. But this time? No special skills were required. The bot simply didn't understand.

• Attempt 1: Request misunderstood.
• Attempt 2: Loop back to the greeting.
• Attempt 3: Transferred back to the main IVR menu.

By the time I reached a human agent, my frustration was at its peak. But the system was deaf to it. To the bank, I was just a routed call. To me, it was a wasted 10 minutes.

Everyone is building the mouths. At Pradhi, we are building the ears

Most companies are obsessed with how human-like their bot sounds. We are obsessed with how accurately it understands from voice and not text.

Voice Intelligence hears the agitation, the rising pitch, the exact moment a customer is about to snap. That's the BOT Fall-Over Score (BFOS). And that's where we play.

Is your CX strategy all mouth and no ears?