Thomas Cook is offering its customers an automated speech recognition service to pay their outstanding holiday balances.
Thomas Cook is using a system from Fluency Voice Technology.
It has deployed the Fluency VSA speech recognition application suite to provide an automated service that enables its holiday customers to pay the outstanding balances on their holiday at any time of the day.
Holiday balance payment calls were identified by Thomas Cook as straightforward transactions that could be automated using speech recognition technology, freeing up agents for more complex, time-consuming enquiries. [click heading for more]
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Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.
I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺