Three years ago, Discover began an initiative to transform its IVR from the world of menu trees to a more human-like caller experience. Before it began a pilot implementation of Concentrix’s Conversational Virtual Assistant platform, Discover was experiencing lengthy IVR handle times and misrouted calls. With over 76 million incoming calls each year, these inefficiencies were costing Discover more than $116M each year. In this session, you will hear first-hand about Discover’s partnership with Concentrix and lessons learned on its quest to earn the #1 ranking in the J.D. Power 2018 and 2019 U.S. Credit Card Satisfaction Surveys—a leading customer experience indicator in their industry.