Vodafone launches speech recognition service to improve customer care

Newsroom 29/08/2014 | 13:23

Telecom operator Vodafone Romania has announced the launch of the automatic speech recognition service for customers who call the Customer Relations division by dialing *222.

“Using this innovating technology, our customers can interact more rapidly and receive direct answers as part of the Customer Relations service, by just speaking, without having to navigate through different options,” said Ana Alexe, director, Customer Operations, Vodafone Romania.

The new service allows customers to start the discussion right away and cuts the time necessary to solve their demands. Customers can use their own words to explain why they are calling, and the system should instantly recognize the message, analyze the request and come up with an answer or directs the call to the right team for the job.

The automatic speech recognition service is part of Vodafone Romania’s commitment to improve its customer care. In February, Vodafone launched in Romania the Mobile Chat services, as part of the same strategy.

The next period will be used by the operator to improve the speech recognition rate and grow the number of customers who receive a resolution on their demand.

Telecom operator Vodafone Romania had 8,567,752 customers at June 30th, 2014.
Otilia Haraga

 

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