IVR System: Nuance Shortens Call Times for US Airways
August 09, 2011
By Anuradha Shukla, TMCnet Contributor
Speech and imaging solutions specialist Nuance Communications (News - Alert) recently teamed with US Airways to launch the travel industry’s first Natural Language Understanding (NLU) Interactive Voice Response (IVR) system.
Deployed in phases over a two-day period the new IVR is shortening call times and providing customers with more self-service opportunities.
Nuance notes that its new automated system replaces a list of menu options and delivers a fast, friendly, personalized travel experience to the airline’s customers.
Thanks to this collaboration, customers of the US Airways now benefit from a wide range of self-service capabilities such as flight information, upgrade status and Dividend Miles account details.
“The more we know about our customers and the reason for their calls, the more efficiently we can provide the assistance they need and allow them to get on with their day. Over the last year, we have worked with Nuance to develop a service experience that provides an intelligent understanding of our customers and their travel needs,” said Kerry Hester, senior vice president, Operations Planning and Support at US Airways. "By integrating those insights with cutting-edge speech recognition technology, we are providing our customers with the convenient, quality care they have come to expect from US Airways.”
“US Airways is a clear leader here - demonstrating just how perceptive and effective the new generation of natural language self-service solutions can be,” said Gary Clayton, chief creative officer, Nuance Communications. “Travelers are looking for airlines to provide simple, convenient, service options and US Airways just moved to the front of the line, delivering the most intuitive and useful voice system in the travel industry via Nuance’s On Demand service.”
Read a related article at TMCnet “US Airways deploys Natural Language Understanding, Interactive Voice Response system from Nuance Communications.”
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.
Edited by Juliana Kenny