An analysis of the impact of implementing a new Interactive Voice Response system (IVR) on client experience in the Canadian banking industry

Banks are constantly competing to find new ways to satisfy clients and meet their growing, heterogenous needs. Clients can access round the clock banking services worldwide. One way to access information is through Interactive Voice Response (IVR) systems. This research is an analysis of the process of implementing an IVR system and the impact on client experience using the case study of a Canadian bank. The research question is: “What is the impact of an IVR system upgrade on client experience in the Canadian banking industry?” The Productivity Paradox and the Unified Theory of Acceptance and Use of Technology model (UTAUT) are leveraged and a thematic analysis of the feedback provided from Net Promoter Score (NPS) surveys is done. The results show that although the IVR system can be an attractive automation interface for clients, there are many unanswered concerns about customer satisfaction as demonstrated by NPS feedback.