We removed the IVR from 15 hotel phone lines. Drop rates jumped from 15% to 20%(polydom.ai)

7 pointsby wastemaster5 mesi fa3 comments

We removed the IVR from 15 hotel phone lines. Drop rates jumped from 15% to 20%

https://polydom.ai/blog/what-16-000-hotel-phone-calls-taught-us-about-ai-voice-agents

3 comments

Author here. We run AI voice agents across a European hotel network. This post covers 6 months of call data and one change (removing the IVR) that revealed something we didn't expect — our old phone system was silently filtering out callers before they ever reached the AI, making our metrics look better than they were. Happy to go deep on the voice pipeline, language detection, or anything else. Full product overview: https://github.com/polydom-ai/una-by-polydom

pestatije5 mesi fa

IVR - interactive voice response

wastemaster5 mesi fa

Thanks — good call. For context, IVR is the "Press 1 for English, Press 2 for..." menu that most hotels use before routing calls. The key finding was that removing it made our metrics look worse, but actually revealed callers we were losing silently at the IVR stage.