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" ... Pal (Nuance): A greatly improved customer experience resulting from a superior call interaction, a reduction in misrouted calls, shortened call-handling times, and the pre-population of customer profile information. Delta’s ROI benefits include reduced telecommunication expenses due to self-service capabilities in the newly designed IVR system. Specifically, since launching the Natural Language IVR in November 2013, Delta has saved more than $3 million in telecommunication costs. ... "