Automated speech recognition

MGt has been deploying ASR (Automated Speech Recognition) on behalf of its clients since 2004.

As an early development in Customer Self Service (CSS) ASR technology has advanced considerably in recent years, with recognition rates much higher now that software improvements have been made. MGt successfully manages data capture, verification and simple information provision, quickly meeting customer needs and eliminating the frustration of call queues. Our experience in integrating ASR into a wider contact management strategy ensures automation and efficiency is perfectly balanced with an exceptional customer experience.

From a service provider's point of view, supporting high volume and complex calls can be costly to manage and maintain. At MGt, we recognise the need for customer support to be as highly automated as possible as well as easily scalable to meet fluctuating demand. The ability to manage basic calls through automated services means that the high value and complex calls can be routed to an agent thus enabling opportunities to up-sell and cross-sell new services. This in turn improves customer satisfaction through improved efficiency as well as drives new revenues through maximising conversion of new sales opportunities.