Let the callers speak rather than dial!
Across a growing number of industries, customers are greeted over the phone by a new technology with a friendly human voice. Called "speech applications", this new technology uses natural language to automate caller conversations, enabling customers to speak into the phone instead of pressing numbers on their phone keypad. Whether callers need information about airline or train schedules, seeking an address, troubleshooting their technology purchase or checking their account balance, these speech applications quickly route callers to support and information in a friendly, cheerful voice.
This new breed of self-service application has a powerful effect both on customer experience and on business strategy overall. In addition to giving businesses a more human face and a memorable brand, these applications empower customers to more quickly access information and in some cases to complete tasks that outdated "push-tone" applications simply could not readily perform. Nothing is more frustrating to a customer than having to navigate through a complicated hierarchy of menus (press 1, then press 2, then press 8) and then fail to get to the information he or she needs. Improving customer experience is one of the powerful reasons that companies are migrating from touch tones to speech. Speech solves this caller frustration problem by enabling a customer to navigate using natural conversation and to speak to the application as though speaking with a live agent. In this way, callers typically can reach information more rapidly and with greater success. For example, it is much easier for a caller to ask for a nearby ATM, an authorised service provider or another branch office just by saying the specific city name than to press a series of numbers on the phone and navigate through a complicated maze of menus.
Across a growing number of industries, customers are greeted over the phone by a new technology with a friendly human voice. Called "speech applications", this new technology uses natural language to automate caller conversations, enabling customers to speak into the phone instead of pressing numbers on their phone keypad. Whether callers need information about airline or train schedules, seeking an address, troubleshooting their technology purchase or checking their account balance, these speech applications quickly route callers to support and information in a friendly, cheerful voice.
This new breed of self-service application has a powerful effect both on customer experience and on business strategy overall. In addition to giving businesses a more human face and a memorable brand, these applications empower customers to more quickly access information and in some cases to complete tasks that outdated "push-tone" applications simply could not readily perform. Nothing is more frustrating to a customer than having to navigate through a complicated hierarchy of menus (press 1, then press 2, then press 8) and then fail to get to the information he or she needs. Improving customer experience is one of the powerful reasons that companies are migrating from touch tones to speech. Speech solves this caller frustration problem by enabling a customer to navigate using natural conversation and to speak to the application as though speaking with a live agent. In this way, callers typically can reach information more rapidly and with greater success. For example, it is much easier for a caller to ask for a nearby ATM, an authorised service provider or another branch office just by saying the specific city name than to press a series of numbers on the phone and navigate through a complicated maze of menus.
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