overview | contact centers | self services

customer interaction

The term "Customer Interaction" encompasses several major applications like customer care, employee interaction, and self-service. Today more than 90% of contact centres are front-ended by IVR systems and Speech recognition is a natural extension.

Today four main reasons drive a contact centre operation to implement speech recognition:

the rise in contact centre activity due to increasing call volumes
the increasing complexity of questions and requests due to business consolidation (internet + telecom, Insurance + bank…)
the non-stop need to improve customer satisfaction by adding more services
the continuous cost reduction in a worldwide competitive landscape

and the Self-Services.

At telisma, we consider two domains for speech recognition for Customer Interaction:

the manifold list of speech recognition benefits

This long list of benefits demonstrates the payback time for speech recognition technology, either speech-enabling existing services or creating innovative new ones:

speech enable new services

Decreases rate of abandoned calls: A higher level of satisfaction experienced by end users navigating via a speech interface as opposed to complex touch-tone sequences has shown to reduce abandon rates.
Improves the agent’s efficiency: After call qualification, the call will then be transferred to the correct agent and therefore completed quicker thanks to the amount of information gathered during the qualification.
Reduces mean holding time per call: Not only speech recognition cuts the hold time for a self-service but it also makes pay the holding time qualifying the caller request before routing the call to an agent.

create new innovative services

Speech recognition is generally viewed as a productivity tool, but today most of the deployments are new services. The two main driving factors as to why these new services are appearing are the aim to increase customer satisfaction and brand differentiation. Highlighting the fact that using speech recognition for customer services is not only a matter of cost reduction, but a matter of value creation.

A speech interface reduces navigation restrictions; expands user interaction capacities over the phone such as; a choice among a list of few thousands of city names or a multiple criteria request.

So speech recognition makes more types of transactions possible and provides access to more services, it opens an entire realm of possibilities unthinkable with touchtone systems.

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