Poorly designed customer communications and interactions can inhibit customers from taking desired actions, leading to poor customer experience, increased burden and service costs, and sub-optimal outcomes.
Voyatek uses evidence-based methods and best practices from behavioral science to optimize customer interactions. We apply principles from psychology, neuroscience, and behavioral economics to understand how individuals absorb, process, and react to information, then apply these concepts to design practical policies and interventions with human behavior in mind. Our solution includes a comprehensive playbook for behavioral design, and technology tools to monitor responses and quantify results.
Key Elements of Voyatek’s Behavioral Insights Approach
Behavioral Design
- A comprehensive playbook for optimizing communications and surrounding business processes, using principles from behavioral science.
- Standardized and automated processes for conducting A/B testing to evaluate the efficacy of alternative treatment strategies, using either experimental or quasi-experimental methods.
Uplift Modeling
- Proprietary algorithms that use AI/ML methods to optimize the selection of cases for treatment.
- Enables agencies to distinguish between constituents who are likely to achieve positive outcomes without agency intervention, versus those who will only take action if proactively nudged – thus allowing efficient allocation of effort and resources.
Performance Measurement
- Web-based application that automates the process of synthesizing and analyzing data from A/B tests and other behavioral nudges.
- Enables agency stakeholders to measure the impact of behavioral nudges on various segments of constituents, and to visualize these impacts through an interactive application.
We specialize in Behavioral Analytics for government.
Voyatek understands the unique challenges of applying behavioral analytics in public sector. Our solutions are purpose-built to work within the publication limitations and design constraints of government.
A Holistic Approach
We take a global view of multi-channel communications. Plus, by pairing our Behavioral Insights capability with our Customer Experience (CX) analytics solution, we provide data-driven strategies for achieving desired results.
Quantifiable Outcomes
Statistically valid analytics are baked into our approach. Delivering real-time analysis, our solutions can be rapidly deployed and applied to virtually any dataset or scenario.
Speed to Value
We can deploy a lightweight pilot to address specific, known pain points to demonstrate ROI. Once we establish buy-in, we use CX analytics to identify additional areas for improvement.
Success Story: Increased Revenue and a Better Experience for Taxpayers
IRS applied our Behavioral Analytics suite to redesign nine collection letters and monitor outcomes, resulting in:
- Increased annual collections by over $800 million
- Increased full-pay rates (+14-32%)
- Increased compliance actions (+11-18%)
- Increased self-service rates (+13-79%)
- Reduced phone calls and correspondence costs (7-32%)
