Product Recommendation Engine for IVR

The Challenge

A major telecom provider's IVR system was missing cross-sell and upsell opportunities during customer service calls. Generic offers had low conversion rates, and there was no way to personalize recommendations based on individual customer profiles and behavior.

The Solution

We developed an XGBoost-based recommendation engine that integrates with the existing IVR infrastructure. The system analyzes customer history, current plan usage, life events, and call context to generate personalized product recommendations in real-time. Offers are presented at optimal moments during the call flow.

Results

• 300% increase in IVR-based product conversions
• Average revenue per call increased by $4.50
• Customer acceptance rate improved from 2% to 8%
• ROI achieved within 3 months of deployment

Technologies Used