Rigid IVR menus are frustrating customers. But ripping out your voice stack feels even riskier.
Enterprise leaders know legacy IVR is holding them back. Scripted flows. Dead ends. Transfers that shouldn’t happen. Rising cost-to-serve. Falling CSAT.
The real problem isn’t knowing IVR is broken. It’s not having a safe, credible path forward.
Until now.
Who is this for
Customer service leaders responsible for contact center transformation, AI strategy, or CX modernization.
What you'll learn
This playbook shows you how to modernize voice without destabilizing your contact center using a proven crawl-walk-run blueprint:
- Crawl: Augment legacy voice without disruptionStart by augmenting legacy voice with AI in tightly scoped, low-risk ways. The focus is on stability, control, and proving value without disruption.
- Walk: Expand autonomy with reasoning, not scriptsAs trust grows, introduce more autonomous, multi-turn voice experiences, moving beyond scripted flows to handle real-world complexity safely.
- Run: Make voice a strategic CX channelAt maturity, voice becomes a first-class CX channel, deeply integrated, continuously improving, and aligned with broader business outcomes.
No rip-and-replace. No operational disruption. Just a clear, guided path forward.
Built for enterprise reality
This guide gives you a practical roadmap to move beyond IVR and benefit from the power of AI voice agents for customer service. Take it from someone who’s been in your shoes…
“Voice has always been the hardest channel to transform,” said Brian Gilman, VP of Customer Support at workforce payments platform Branch. “With Ada’s unified Reasoning Engine, that’s changed. Our AI agents can now reason through complex, high-stakes voice conversations with the same intelligence that powers our digital channels. That means faster, more accurate support when our users need it most, especially in moments that directly impact their pay.
"By elevating the voice experience, we’re reducing friction, resolving issues more efficiently, and ensuring workers get the clarity and confidence they deserve.”