From the firm's own write-upReceipt no. 5132
What sucked
Legacy keypad IVR across Medtronic's cardiovascular support caused misroutes, long wait times, and inconsistent experiences.
Agents lost productivity to basic troubleshooting and manual lookups in a high-stakes environment serving patients and medical professionals.
What they built
Medtronic deployed Teneo Conversational IVR for call routing, then expanded to advanced troubleshooting using RAG on approved content with transparent citations, LLM integration bounded by deterministic flows and guardrails, and workflow agents for field-rep paging.
What changed
$25.96 → <$12
Cost per contact; $6M saved in 2022, 36,000 agent hours saved
55% fewer misroutes
Misroutes 9% → 4%; wait times down 37%
+18pt service
Service level 51% → 69%; abandonment 14.7% → 6.8%; CSAT +8%
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