IMPROVING CUSTOMER SERVICE THROUGH SPEECH TECHNOLOGY

Authors
WHITTAKER SJ FORCELLA A SIDHU CK HALL MC
Citation
Sj. Whittaker et al., IMPROVING CUSTOMER SERVICE THROUGH SPEECH TECHNOLOGY, British Telecom technology journal, 14(2), 1996, pp. 75-83
Citations number
8
Categorie Soggetti
Telecommunications,"Engineering, Eletrical & Electronic
Journal title
British Telecom technology journal → ACNP
ISSN journal
02650193
Volume
14
Issue
2
Year of publication
1996
Pages
75 - 83
Database
ISI
SICI code
0265-0193(1996)14:2<75:ICSTST>2.0.ZU;2-D
Abstract
Interactive voice response (NR) technology is playing a major role in the emerging call centre market-place, by linking telephone calls dire ctly into company computer systems and enabling automatic processing o f transactions. This paper describes the automatic customer interface (ACE) system, which is bring developed for BT's personal communication s division in support of its customer service operation.