Lisa, the brand agent of Rabo Mobiel (Rabo Mobile; Dutch), now also listens to open questions asked by the consumer. Whoever calls customer services (0900-9890) will immediately get to speak to Lisa. With the help of open question speech recognition Lisa can bring them into contact with the most suitable person of customer support. If they're not immediately available, customers won't need to stay on hold, but will be called back. That increases the positive customer experiences and efficiency of customer services.Customers that call a service number of mobile telephone services and payment options will come into contact with virtual Lisa. She’ll ask the customer to state their question or request. Speech recognition software of Telecats analyses the words and sentences spoken by the customer. After this you’ll immediately receive your answer or the system will connect the caller with the most suitable person at the help desk. Before the employee talks to the customer, the system will replay the recorded question. The customer no longer has to repeat the question and the employee can prepare for the conversation.
If a customer is found in a queue of which the time surpasses 90 seconds, they can leave their number. Rabo Mobiel will call the customer back when it’s their turn. The customer keeps their position in the queue, but no longer has to wait.
Future Vision by Erwin Van Lun on this article
And again the dialogue is shaped a little further. Lisa’s already answering simple questions, but she’ll be able to handle more and more complex questions. Currently Rabo Mobiel still searches for a specialist in the call center, but soon the questions will become so specialistic that Lisa will connect you with the specialist of Rabo Mobiel in the Netherlands and then in Europe and eventually in the world. We manage to automate ever more communication; ever more interesting is the work that’s left.