GEN AI Transfers & IVR Routing
True or False:
Associates Cold Transfer more than Warm Transfer
False
Name 3
Reports / Payroll Mistakes / Add Jurisdiction / Bank Account Change / Tax Notice / Terminate Employee
Buffer number #1
Repeat Calls
What is the time difference between a warm transfer and a cold transfer in AHT? (in Seconds)
120
Which 3 will have guided flows in 1HFY26
Reports / Payroll Mistakes / Add Jurisdiction
Buffer #2
Follow up status
How long does a typical Step-up take? (in Seconds)
20
What are the two areas we expect Guided Flows will improve?
Improved AHT & Reduced Calls
Buffer #3
TASKS
850k
What is the $$ impact anticipated in FY26
$3 Million
Buffer #4
Transfers (lite to Gen)
What impact (in Seconds) do we believe IVR Routing & GenAI Transfers will Yield?
19
What is the biggest dependency on ADP recognizing the $$ Impact in FY26
Behavior Change
What are 3 benefits of executing on Buffers
AHT / Call Reduction / NPS