SpeechStorm, (www.speechstorm.com) has today revealed that the National Blood Service (NBS) has successfully trialed its automated speech recognition solution efficiently guiding thousands of blood donors to make an appointment or handle a general enquiry.
Partnering with outsourced contact centre provider, Teleperformance, SpeechStorm implemented its call routing product (Information Line) and Questionnaire Builder to randomly select callers across the National Blood Service's hundreds of thousands of donors to gather their views and opinions of the new speech recognition service. Callers were also offered an opportunity to participate in a short, automated speech-based, survey to give feedback on their experience of the speech service. The survey produced very positive results. 89% confirmed that they found the system easy to use and 90% said they would be confident to use the speech recognition service again. click heading for more]
www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.
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. ☺