Could it be true that Customers Actually LIKE Speaking to a Computer?
Posted by: VeHaggis @ 19/01/2010 11:01:00 AM
A recent study conducted by Forrester Research on behalf of Nuance Communications, found some very interesting results relating to customer service levels and attitudes towards automated speech systems.
The study entitled “Driving Customer Engagement with Automated Telephone Customer Service” revealed that customers do not mind speaking to a speech recognition system for straightforward interactions, such as finding out account balances and tracking shipments. It also found that the 24x7 availability of automated telephone customer service was a key feature in consumers’ minds.
Companies contemplating the integration of automated speech recognition applications should consider key intelligence, such as increased standards in the deployment of systems, the improved engagement and experience for customers and the cost reductions that are delivered by these systems.
The research highlights some interesting findings. These indicate that consumers may be more accepting of speech systems as a communication channel, as long as certain attributes are met by companies. These include the option for the customer to speak to a live agent at any time during their interaction, the ability for their query to be recognised first-time, without the need for repetition and for their enquiry to be delivered to the most appropriate area. These objectives can in part, be achieved by a logical call flow that has been designed with the ‘customer in mind’ to deliver a ‘great customer experience’.
If companies who are considering speech recognition as a communication channel to drive customer engagement and reduce costs do not act upon these findings, it is likely that consumers will continue to be dissatisfied with automated systems, and will be less inclined to accept them as a core channel.
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