Show:
GEN AI Transfers & IVR Routing
Top 10 Call Drivers
Buffers
100

True or False: 

Associates Cold Transfer more than Warm Transfer 

False

100

Name 3

Reports / Payroll Mistakes / Add Jurisdiction / Bank Account Change / Tax Notice / Terminate Employee

100

Buffer number #1

Repeat Calls 

200

What is the time difference between a warm transfer and a cold transfer in AHT? (in Seconds)

120

200

Which 3 will have guided flows in 1HFY26

Reports / Payroll Mistakes / Add Jurisdiction

200

Buffer #2

Follow up status 

300

How long does a typical Step-up take? (in Seconds)

20

300

What are the two areas we expect Guided Flows will improve?

Improved AHT & Reduced Calls 

300

Buffer #3

TASKS

400
How many Step-ups do we complete in a year?

850k

400

What is the $$ impact anticipated in FY26

$3 Million

400

Buffer #4

Transfers (lite to Gen)

500

What impact (in Seconds) do we believe IVR Routing & GenAI Transfers will Yield?

19

500

What is the biggest dependency on ADP recognizing the $$ Impact in FY26

Behavior Change 

500

What are 3 benefits of executing on Buffers 

AHT / Call Reduction  / NPS