0/100Friction index
severeExecution & Transactional Self-Service
No task can be completed without an agent handoff.
Account readback · Boot sequence
New CX leadership lands ahead of a core-banking migration — voice is the last unmodernised surface, and budget closes in Q3.
Building menu graph…
Section 02 · Executive readout
The verdict before the evidence: one score, the scope behind it, and the five observations that drive it.
Sector benchmark
64/100
Peer median, same sector
ScoreCX
0/100
Bottom quartile — the voice channel completes no customer task without an agent.
Diagnostic scope
Competitive positioning
▼30 vs sector
Top 5 observations
Key priorities
Section 03 · Capability
Every capability graded on the same L0–L5 maturity scale. Left of the spine is the digital channel; right of the spine is the voice channel.
Headline delta
▼ 0
L4 web · L1 ivr
Pay a bill
▼ 4Web completes payment end-to-end; the line routes to a queue.
Check account balance
▼ 4No caller authentication reuse — balance requires an agent.
Reschedule an appointment
▼ 4Scheduling exists online only; the IVR offers no branch for it.
Report an outage / issue
▼ 3Phone path collects nothing before handoff.
Update contact details
▼ 4Not offered by voice at any menu depth.
Speak to a specialist
▼ 2Escalation works but is nested three levels deep.
Section 04 · Friction
Friction index per diagnostic pillar, 0–100. Higher means more caller effort spent before resolution.
Composite
0
/ 100 friction
No task can be completed without an agent handoff.
Support branch nests three levels deep with one dead end.
Five web-completable tasks have no voice equivalent.
Caller re-authenticates after transfer; no context is carried.
Strict DTMF grammar; open-ended intent is never captured.
Section 05 · Evidence
Each row is an observation captured during the autonomous traversal, timestamped against the call clock.
Critical
2
of 6 findings
| ID | Severity | At | Locus | Finding |
|---|---|---|---|---|
| F-01 | CRITICAL | 0:04 | Root menu | Forced identification gate before intent capture "Please enter your account number followed by the pound key." |
| F-02 | CRITICAL | 1:13 | Support › Technical | Dead end returns caller to the root menu with no escape Third selection loops to the opening prompt; no zero-out offered. |
| F-03 | WARNING | 1:41 | Hold queue | No queue position or estimated wait communicated 92s of hold music with a single generic re-assurance loop. |
| F-04 | WARNING | 0:58 | Billing branch | Off-brand scripting contradicts published voice pillars "Your call is important to us." — AeroBank publishes "candor" as a pillar. |
| F-05 | NOTE | 0:09 | Root menu | No language selection offered Single-locale prompt set across all eight discovered nodes. |
| F-06 | NOTE | 2:02 | Agent handoff | Agent re-collects details already keyed by the caller "Can I get your account number again?" |
Section 06 · Paradigm
A line-by-line rewrite of the traversal, from DTMF tree to intent-led resolution.
Today · DTMF tree
Proposed · Intelligent virtual agent
Section 07 · Architecture
The migration layer that carries call control, identity and intent from the existing routing core onto a modern conversational AI platform.
Section 08 · Roadmap
Six-dimension CX grade and the prioritized backlog of intelligent-agent replacements.
Voice is monotone in menu prompts.
Script leans transactional; misses brand voice pillars.
Off-brand phrasing on hold and greetings.
Menu depth exceeds three levels on the support branch.
No language selection offered.
No acknowledgement of caller wait time.
Deflect billing FAQs to a self-service IVA
Estimated 34% call deflection at the billing branch.
Replace hold music with proactive queue-position updates
Reduces perceived wait time and abandonment.
Section 09 · Scope
Sampling scope, coverage and confidence for the traversal behind this readback.
Unique prompts fingerprinted
Reachable branches traversed
Single autonomous traversal
Mean per-prompt ASR score
Mission, about, contact
Five-pillar diagnostic matrix
Weekday, local time
Night tree not sampled
Section 10 · Sign-off
AeroBank's line was traversed autonomously and graded against the five-pillar diagnostic matrix. This readback is ready for stakeholder review.
Locks this readback and shares it with the account team.
Deliverable
Generate stakeholder-ready slides from this diagnostic (coming soon).