B
Evidence Grade B
Graded
under review
Safe to Cite
Recent
25%
25% -- reduction in customer service issues for customers using online self-service (free speech IVR) (2025)
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
25%
Unit
Percentage
Data Vintage
2025
Entity
Geography
Global
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
Telia ACE
Primary
Tier C
https://ace-showcase.com/blog/tools-for-free-speech/ ↗
Source Article
Tools for free speech - Telia ACE
Surveys show that about 70% of people prefer to speak rather than press buttons. Here you have an IVR that also understands when the customer describes the issue using his or her own words.
Easy to find your way
If necessary, the IVR asks a follow-up question, and the system then routes the call to …
Original Research
Telia ACE
· Original study ↗
Methodology
Vendor-reported outcome from customers using the self-service feature; no methodology stated
Methodology documented
Segmentation
IndustryFinTech
RegionGlobal
RoleAll marketers
Channelmulti-channel
Cite this stat
Plain Text
customers using online self-service (free speech IVR): 25% reduction in customer service issues. Source: Telia ACE (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/self-service-reduces-service-issues-25pct
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<blockquote cite="https://lighthousedata.io/data/self-service-reduces-service-issues-25pct" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>25%</strong> -- reduction in customer service issues for customers using online self-service (free speech IVR)<br><small>Source: Telia ACE (2025) · <a href="https://lighthousedata.io/data/self-service-reduces-service-issues-25pct" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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