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15 December 2006 Vodafone opts for more talking Australian Financial Review "Vodafone Australia will throw out its touch-tone customer service system in favour of a speech platform that can handle anything a caller says, as it tries to spruce up the call-centre experience. Most of Vodafone's 3.4 million local customers will use the new system for most enquiries from around April 2007. A small group of customers began trials this week of the "open dialogue" system, which asks the reason for the call then transfers people to the correct operator or self-service option, depending on the reply. Vodafone's decision to ramp up the use of speech recognition coincided with the need to replace ageing touch-tone IVR systems. The company resolved to dump touch-tone systems altogether and move to a fully speech-enabled platform provided by Holly Connects." Back |
