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 your
customer 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.

Take your customer contact
to the next level​

Take your
customer contact
to the next level​

Let's talk !

Let's  talk  !

Curious about the potential of routing customer contact with speech recognition? Then fill in your details and we will contact you.

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