True Voice Intelligent Call Routing is reinvention of contact center navigation using Free Speech Recognition and Natural Language Understanding technology. Customers can speak why they call to the company with their own words instead of following touch-tone based menu.
Enhance customer’s experience
Customer can smoothly find appropriate self-service
Precise call reason with fewer misrouting (agent-to-agent transfers)
Contact center manager can assign narrowed task for new staff
Reduce call duration in IVR
Provide single number for several contact centers
Free Speech Recognition
True Voice© Automatic Speech Recognition supports natural speech. Customer can speak any phrases rather than just keywords.
Natural Language Understanding
True Voice provides an ability to system to understand customer’s intention and retrieve keywords from what customer speaks.
System leads conversation between customer. It generates additional question to customers if the input is not enough to find appropriate service in the contact center like talking with human.