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Tel: 01753 852904
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VoxIQ in contact centres
Specialist systems can recognise thousands of words in directed speech applications, but the recognition of keywords in continuous speech is limited to around 150 words in any one application. This restricts a very exciting and complex technology to simple self-service tasks such as establishing a bank balance or booking a flight etc.
Use VoxIQ and the 150-word lexicon limitation applies to the current part of the conversation only and the total lexicon is unlimited. This opens up the market for much more complex solutions to support human and/or self-service (automated) operations.
Imagine a sales or service business process in a contact centre that has to cover a number of steps before the process is complete. Each step is identified in VoxIQ very simply by a unique set of keywords to provide the necessary context for the speech recognition (SR).
When a context is recognised by the SR, VoxIQ carries out the following:
Pre-prepared information related to the current context is placed on the screen to help the agent talk more knowledgeably
Keywords and specific figures are automatically placed in the customer record form
Recognising that some points have been covered, VoxIQ provides the package of keywords for any point that could follow behind this one.
The SR now has a very small task to perform in identifying the words forming one of the unique packages. When it does this the new context is passed to VoxIQ and support is provided automatically as before.
Self service operations represent about 8% of agent costs, but many operations cannot be achieved by self service facilities alone and best results are generally achieved by a combination of both. Routine information can be handled by the self service facility and the call passed seamlessly to an agent to action more sensitive topics
Many self service only applications can be increased in width and complexity by the use of VoxIQ
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