IVR and chatbot consulting

Process

We help you develop processes to ensure your contact center and digital channels run smoothly.

• Design and optimize IVR and chatbot journeys by defining the optimal interaction flow from entry point to resolution or escalation, while reducing transfers, improving containment, and minimizing customer drop-offs
• Establish a continuous improvement framework including training and enhancement of virtual agents and conversational models
• Develop a robust KPI scorecard to measure performance (containment rate, transfer rate, FCR, chatbot accuracy, resolution time and more)
• Drive efficiency by establishing centers of excellence (CoE) for IVR and chatbot design and governance
• Establish a scalable project management framework to drive initiatives

Technology

We partner with leading technology providers to design, test, and implement IVR, chatbot, and other emerging technology solutions that enhance customer self-service and integrate seamlessly into broader customer experience (CX) ecosystems.

• Ensure omnichannel integration by extending IVR and chatbots across voice, chat, SMS, web, and other digital channels for seamless customer access to information
• Conduct a comprehensive technology assessment evaluating call flows, conversational design, routing logic, and integrations with telephony, workforce management, chatbots, and CRM platforms
• Implement technologies to streamline operations and encourage customer self-service, including:
  ◦ IVR and intelligent virtual assistants powered by conversational AI
  ◦ AI-driven chatbots (FAQ-based, conversational AI, and agentic AI)
  ◦ Intelligent routing across voice and digital channels
  ◦ Predictive AI, generative AI, and speech/chat analytics
  ◦ Agent-assist (real-time AI-powered employee guidance)
• Share best practices for using and maintaining IVR and chatbot solutions for long-term scalability

Performance and governance

We help you establish a framework to measure, manage, and continuously improve IVR and chatbot effectiveness while ensuring alignment with broader contact center goals.

• Track success, identify gaps, and drive continuous improvement by defining and monitoring the right key performance indicators (KPIs), including containment, routing accuracy, call deflection, chatbot accuracy, and CSAT impact
• Obtain actionable insights to enhance containment and performance through customized benchmarking studies against industry peers and global best practices
• Establish a governance process for journey and conversational design updates, ensuring a consistent customer experience across channels
• Enhance accountability and boost efficiency by implementing strong performance management and reporting systems

Change management: We leverage our change management framework to develop a comprehensive and structured plan to help manage your people through transformation, ensuring adoption of new technologies like IVR, chatbots, and AI while minimizing disruption.

We collaborate with leaders to ensure that employees have the desire to change and the supporting mechanisms they need to implement and sustain that change.

We tailor projects to meet your unique needs, following a proven, phased methodology to quickly identify challenges, uncover root causes, and deliver impactful solutions. While each project is customized, most follow these key phases:

1. 1. Current State Assessment
   We collaborate with your team to evaluate the current state, identifying key challenges and opportunities for improvement. This includes analyzing your business model, documenting pain points, and aligning on priorities through interviews and workshops.

1. 2. Solution Design
   We design the future state by refining processes, organizational structures, and technology frameworks. This phase also includes designing IVR and chatbot journeys, establishing performance scorecards and governance guidelines.

1. 3. Roadmap
   We create a clear roadmap with defined milestones, workstreams, and potential risks, ensuring smooth progress through tracking systems and regular project cadences.

1. 4. Implementation
   We provide end-to-end implementation support, including project management, change management, and training, ensuring a seamless transition from strategy to execution.

• Burnie Group brings extensive experience in designing and implementing IVR and chatbot solutions across industries including banking, insurance, and telecommunications, leveraging technologies like automation, machine learning, and AI (Agent-assist, sentiment analysis, QA, and more).

• Our experience spans the full omnichannel ecosystem, ensuring seamless integration between chat, IVR, agent desktops, and back-end systems.

• We bring senior leaders directly into every engagement, ensuring clients benefit from both deep expertise and practical experience.

• We focus on doing what’s right, not what’s easy. We help leaders make bold, sometimes difficult, choices that create sustainable value.

• Our global IVR benchmark provides unique insights into best practices from around the globe and enables us to assess your IVR strategy against leading organizations.

• We have deep expertise with leading contact center technology platforms, including Genesys, NICE, IEX, Avaya, Verint, AWS, Interactions, Cogito, and Intradiem.

• We possess deep IVR, routing, and chatbot expertise covering all aspects, including functional capabilities, optimization, design, testing, and implementation. We collaborate with leading technology partners to ensure seamless execution.