Speech routing

Optimize your

customer journey

Watch and listen in less than 3 minutes how routing customer contact with speech recognition can contribute to setting up a customer-friendly service in which technology optimally supports people.

What is the

customer's question

Understanding what a customer’s question is, can work perfectly by using voice recognition. “Good afternoon, in order for us to connect you to a suitable employer we ask you to state your question”. The caller can then ask their question in their own words. Based on this the customer contact is routed, a follow-up question is asked or the customer immediately receives an answer via self-service.

Routing to

self-service

If the customer’s question is one for which the solution is an existing online self-service application the customer will receive a text with a link to this online self-service. The customer can then decide for themselves if they want to use the self-service or if they want to be connected to a live employee. For example, this can work with questions relating to status and order information, (de)activating an account or confirming a change of address.

Routing to

an employee

When routing a conversation, a free employee is found based on the topic and the skills required. As soon as the conversation is assigned to an employee the contact history and customer information of the caller will appear on the employee’s screen. The recorded question and the classification results will be displayed. Through a connection to the knowledge database a suggested answer and additional information on the topic can also be displayed.

Insight into your

customer contact

By routing conversations with voice recognition information will become available about possible trends and the Top 5 most common questions. Aside from the standard reports this voice recognition will provide insight about the handling of the customer contact for each topic. Is this a repeat caller? Does the call get connected often? Is the routing working correctly? Which topics have a high AHT and a low NPS? After 3 clicks you can get output.

What can speech technology do for your customers?

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Copyright 2020 © Telecats BV. All rights reserved.

Copyright 2020 © Telecats BV. All rights reserved.

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Postbus 92 - 7500 AB Enschede

Algemeen

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053 - 488 99 20

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