The most important expectation of customers calling the contact centre is to obtain accurate information as swiftly as possible. When it’s the contact centre of an airline company, getting immediate and precise information becomes even more critical. In our client’s previous system, passengers had to navigate a complex menu maze to acquire information about a flight’s departure and arrival on that day.

 

• The complexity and length of menus required customers to listen to many flight departure and arrival details beyond what they needed.
• Managing the real-time updates of this critical information escalated the operational workload.
• There was an increased risk of misinformation due to human error.
• Since the information was lengthy and announced only once, if it was misunderstood or incomplete, customers had to call back.

• After analysing all these issues, our experienced speech team developed a user-friendly structure that allows passengers calling the airline to obtain up-to-date flight departure and arrival information by interacting with the system effortlessly and without wasting time, thanks to our Automatic Speech Recognition (ASR) solution.

• With our new system using ASR technology, the average time for customers to obtain flight departure and arrival information has reduced to 55 seconds, achieving a fourfold decrease compared to 210 seconds in the previous touch-tone system.
• Operational workload decreased due to shorter call durations.
• There was no longer a need for customer representatives to manually check information and record new prompts, reducing their workload.
• The risk of human error was eliminated as the new system instantly retrieved departure and arrival information from a live database.
• By offering a user-friendly solution to individuals with disabilities or senior citizens who might struggle with touch-tone menus, the accessibility rate of the contact centre was increased.

*Due to customer confidentiality, customer names cannot be included on our page.