ARMO-Vox Speech Applications for Contact Center Service Automation
To improve quality of service, automate and optimize business processes and reduce contact center operating expenses, ARMO-Vox offers a full range of solutions based on speech recognition and synthesis, and voice biometrics technologies. Implementation of this solutions, used by hundreds of companies and millions of their clients, ensures contact center operation automation, allows to expand services and increase the number of fulfilled requests , reducing time and money spent on their processing.
Peculiarities of retail business, i.e. banks, insurance agencies, telecom operators, and transport companies, oriented at direct communication with clients, include fast-changing conditions, growing competition, and continuous struggle to improve interconnection with clients. Implementation of contact center self-service systems based on ARMO-Vox speech applications is a solution, which allows to improve level of service, reduce operating expenses, and ensure protection of sensitive data. Automated self-service system can offer speech recognition and provide a client with required information and access to necessary features, as well as carry out caller authentication by his or her voice.
High Rate of Query Recognition
High accuracy (up to 95%) complex
recognizes callers’ voice queries, ensures convenient forwarding to required resources, allows to
substantially reduce call processing time, and without operators’ assistance
increase the number of clients’ requests, satisfied at first call. Use of semantic
and linguistic voice query simulation allows automated center to self-study and
expand built-in vocabulary. Client is permitted to obtain information or find
required function in one or two dialog steps.
Automation Levels Before and After Voice
Self-Service Center Implementation
With tone dial menu (…«press «one», … press
«two»…) 12,4% of incoming calls were processed, after implementation of voice
applications – 87,2%.
Increasing Service Satisfaction
Contact center service satisfaction increases clients’ positive perception of the company and its services, and forms favorable brand attitude. Monitoring of audio recordings made during communication sessions, allows to analyze caller satisfaction level and get statistics related to their reaction to offered services. In addition, for independent assessment of services caller can use such feature of voice self-service center as polling. By answering questions, callers give important information, not mentioned in their queries.
