IVR | Speech Recognition | Web Interface

Delivering outstanding customer service doesn’t always depend on a direct person-to-person interaction between your client and an employee. Many customers would rather get what they need on their own terms, either through the Internet or over the telephone. Delivered by ATIO, self-service automation provides your company with a solution to solve common customer issues without any administrative overhead. Through the deployment of innovative Web technology, Interactive Voice Response or Speech Recognition, your company can address the majority of customer queries and information requests as well as improve productivity without adding to head count.

Business Benefits:

• Using Web technology, ATIO provides your customers with access to tools which provide the option to solve common service requirements personally, improving customer satisfaction. Through touch-tone or speech-enabled applications, customers can complete service requests without having to speak to an agent.

• Optimise agent deployment; agents are free to focus on more complex or unique problems which can’t be solved by the customer.

• Reduce costs of support and information dissemination while maintaining high service levels.

IVR:

With IVR, computers analyse voice and touch tones through a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to direct callers or to provide standard responses to common queries. IVR systems are ideal for simple menu choices and are capable of handling large call volumes.

Speech Recognition:

Speech recognition is a more advanced form of automation in terms of which systems are capable of identifying spoken words. Using speech recognition, greater self-service functionality is possible.

Web Interface:

Providing customers with a Website through which they can trouble shoot or access answers to common issues is an ideal method to deliver automated self-service capabilities.