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Understanding the reason for every inbound customer call


How Royal Caribbean International transformed CX and agent workflows using SpeechIQ®

Understanding the reasons customers are calling is a vital part of Royal Caribbean’s
operations. It influences their call flow, training, promotions, website, problem resolution,
and communications — all to create a better experience for their customers. This required
agents to open an application and use a drop-down menu with more than 300 options to
pick a call driver. Accuracy was under 40% when tested.

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