Salmat's Open Menu delivers Apple-style Technology
Speech recognition is now becoming a part of everyday life,
with product vendors introducing voice control features on their smart phones,
such as Apple and their ‘Siri’ iPhone application.
In the contact centre industry, Self Service applications featuring speech recognition have long been touted as a
key way to reduce cost but still retain a high level of customer service.
In
the past however, speech solutions have failed to deliver on these promises through
poor design and merely replicating existing IVR menus with a voice recognition input.
This leaves customers in the familiar situation of struggling
to navigate complex menus to the find the right person or service to help them.
Surely technology like Siri, which give users the ability to say what they want
in their own words, can be leveraged to improve the experience. And that’s just
what the OpenMenu solution from Salmat UK, now part of Capita plc, can do for
you.
“Much like the latest innovations in the iPhone you can
state your reason for calling in your own words.” says Sean Keane, General
Manager Salmat UK. “The solution can discern from the customer spoken words
where the call should be routed to get the most effective resolution”.
Read our white paper "Intelligent Customer Service - Are you Siri-ous?" >>