Indian DTH operator Tata Sky has deployed Nuance Communications’ speech recognition technology in its contact center.
Nuance Communications said Tata Sky’s DTH customers calling into the contact centre can speak naturally, in English, Hindi and ten additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.
Sunny Rao, general manager, India & ASEAN, Nuance, said: “Speech recognition allows customers to have an experience that exceeds expectations. Customers can now receive service how and when they want, by choosing their preferred language and speaking conversationally.”
The deployment of Nuance speech recognition technology into Interactive Voice Response (IVR) at Tata Sky call centers enable callers to state the reason for their call. With this, Tata Sky customers can say the name of a movie and the desired time for viewing to watch a Showcase movie. DTH customers need not wait to speak to an agent to order a Showcase movie, reducing call transfers.
Harit Nagpal, CEO & managing director of Tata Sky, said: “Nuance’s professional services helped us to build a solution that integrated well with our current system and mapped well with our business processes. This deployment has successfully impacted the customer experience at Tata Sky.”