Speech recognition enables customers to express a question in their own words. 90% of all questions can be correctly classified using speech recognition, which means that far fewer calls will be redirected. This has a positive influence on customer and employee satisfaction. Routing with speech recognition and CTI can save 20 to 45 seconds per call and reduce redirected calls by 20 to 50%.
4 steps in the customer journey
With our speech routing solution, the accessibility of your contact centre will be optimized, customers are identified and questions classified using speech recognition. Calls are handled via self-service or routed to the right employee with the right skill and the agent will immediately see if the customer has already been in contact before and about what. We distinguish four steps in the customer contact journey.
Who is the customer?
Engaging the customer becomes easier when you know who the customer is. Identifying the customer can be based on the automatic recognition of the phone number (Calling Line Identification CLI) or entering customer, registration, bank or IBAN number via speech recognition.
Based on the customer ID, information about the customer can be requested in a CRM system via an online link. This allows you to proactively play back information about the status of a delivery, request or calamity. Customer contacts can even be automatically routed based on the identification, status and business rules. For example in case of a late payment or ending subscription.
Repeat callers can also be routed directly to the previously selected destination. When you know who the customer is, it can also be determined which products or services the customer buys and with that the possible customer questions can be loaded for the next step: classification
What is the question?
In order to help the customer in the best possible way, it is necessary to ask the customer what the reason for contact is. A touch-tone IVR menu with many choices is often too long, time-consuming, complicated and therefore not always customer-friendly. However identifying the customers demand with speech recognition works perfectly.
When a customer calls, the system will play:
"Good morning welcome at Webhelp, how may i help you? State your question after the beep".
The caller then can state a question using his own vocabulary. With the customers respond, the call can be routed to the right agent, additional information can be requested or the question of the customer can be answered directly via self-service. Language, classification and context models are required to convert the spoken question into a topic or category. How customers talk and ask questions is captured in the language model with sector and organization specific context. The classification model shows which questions refer to the possible customer contact topics and categories within the organization.
Routing with CTI
When routing incoming calls, an available agent is selected based on the topic category and the required skills. If no agent is available, the caller is put on hold.
As soon as the agent receives the call, customer contact history and relevant data from the CRM, will be displayed on the screen using Computer Telephony Integration (CTI). Also the recognized question and classification result are displayed. A link with the knowledge database can also be used to display a possible answer and additional information on the subject. This way, routing with voice recognition and CTI can save 20 to 45 seconds per call.
Reporting & analytics
To manage a contact centre properly, it is important to have real-time information about the status of the agents, the service levels and customer satisfaction.
The use of Speech Routing provides customer contact management with real-time information about possible trends and the TOP 5 frequently asked questions. In addition to the standard daily, weekly and monthly reports, speech routing provides insight into the handling of customer contact by topic.
If you want even more management information about the customer contact processes, speech analysis is the ultimate tool. In the case of voice analysis, telephone calls are entered into the contact centre and processed and analysed with speech technology.