Sam, VGZ’s successful chatbot, has expanded into new territory: besides text (web chats), it can now also handle speech. And to make sure it really understands what the customer is asking, VGZ has switched from IVR to routing based on speech recognition, also known as speech routing. Sam the chatbot has become a valuable team […]
At Telecats we use speech recognition to convert a spoken summary from the advisor into text. This results in an easily readable written summary which is automatically saved in the CRM system.
VDAB optimizes customer journey with Telecats speech routing and decreased internal call redirections by 20%.
With the deployment of speech routing VDAB has relieved its customers of a difficult to use IVR. Within three weeks after the launch, the number of internal call redirections decreased by 20%.
Aegon, early adopter of Telecats speech technology: in 10 years from speech routing to personalised voicebot service.
As one of the early adopters, Aegon uses speech routing from Telecats. With speech recognition, 90% of the calls can be successfully routed to the right employee.
MSD France use Telecats voicebot technology to answer questions about medicine and vaccine availability.
Discover how MSD France use Telecats Voicebot Technology to ensure that hospitals, pharmacies and anyone who needs it can access any information about medicine and vaccine availability, anytime, anywhere.
At PGGM, the impact of a customer journey partly determines the way contact channels are handled. PGGM has a roadmap for improvement and innovation in customer service for the coming years.
DPG Media is the largest publisher in the Netherlands. At DPG Media, the Customer Services department is responsible for service and sales for subscribers of their brands. With dozens of strong brands such as Nu.nl, VT Wonen, AutoWeek and of course Donald Duck, there is always an active marketing campaign that results in customer contact. […]
The customer service department at KPN is the first point of contact for both private and corporate clients. The many millions of customer contacts with KPN are handled by phone and are also increasingly taking place through digital channels.
Aegon’s customer contact has been through intermediaries for a long time, but in the recent decade there has been more and more direct customer contact. Interaction that Aegon cherishes. Aegon formulated a new customer contact strategy: A number of workshops with Aegon’s customer contact staff identified the conditions needed to achieve this. These turned out […]