Household appliance giant Kenwood/DeLonghi is using speech recognition technology in its call centre so that callers don't always have to wait in a queue to speak to a customer service agent.
The company is hoping that the self service solution, from Telephonetics VIP, will enhance customer service and enable staff to handle more in-depth or value added customer queries.
In addition, the automated system is expected to reduce costs and increase efficiency.
"We were well aware of the benefits speech self-service can offer but wanted to ensure that any implementation would not cause disruption to the level of service we provide to our customers," said Jeff Turner, a spokesman for Kenwood/DeLonghi.
The decision to implement Telephonetics VIP's Virtual Contact Centre Agent product was based on an existing relationship with the supplier that has already proved fruitful for Kenwood/DeLonghi, according to Turner.
