Speech routing
Optimize your
customer journey
Speech routing
See how it works
Discover how routing customer contact with speech technology can contribute to setting up a customer-friendly service in which technology optimally supports people.
Call reason
Recognize the question
Understanding what a customer’s question is, can work perfectly by using voice recognition. “Good afternoon, in order for us to connect you to a suitable employee we ask you to state your question”. The caller can then ask their question in their own words. Based on this the customer contact is routed, a follow-up question is asked or the customer immediately receives an answer via self-service.
Up to 50% less redirecting
Up to 50% less redirecting
Up to 50% less redirecting
Up to 20% more self-service
Routing to self-service
Immediate answer
If the customer’s question is one for which the solution is an existing online self-service application the customer will receive a text with a link to this online self-service. The customer can then decide for themselves if they want to use the self-service or if they want to be connected to a live advisor. For example, this can work with questions relating to status and order information, (de)activating an account or confirming a change of address.
Up to 20% more self-service
Up to 20% more self-service
Routing to an advisor
Always well connected
When routing a conversation, a free advisor is found based on the topic and the skills required. As soon as the conversation is assigned to an advisor the contact history and customer information of the caller will appear on the advisor’s screen. The recorded question and the classification results will be displayed. Through a connection to the knowledge database a suggested answer and additional information on the topic can also be displayed.
Up to 45 sec savings per call
Up to 45 sec savings per call
Up to 45 sec savings per call
Insights
Level up yourcustomer service
By routing conversations with voice recognition information will become available about possible trends and the Top 5 most common questions. Aside from the standard reports this voice recognition will provide insight about the handling of the customer contact for each topic. Is this a repeat caller? Does the call get connected often? Is the routing working correctly? Which topics have a high AHT and a low NPS? After 3 clicks you can get output.
