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February 21, 2006

TV Licensing uses speech recognition technology

TV Licensing customers can now expect their queries and requests to be dealt with over the phone by a virtual operator, following the implementation of a speech-enabled customer service channel at the agency's contact centre.

By CBR Staff Writer

Fluency Voice Technology, the speech recognition company, said Capita, the UK support service organization for the public and private sectors, successfully launched Fluency’s speech-enabled customer service channels for TV Licensing customers.

Fluency says callers can now speak with either a live customer service agent within normal business hours or a virtual agent via a speech recognition application 24 hours a day, without the hassle of queuing.

According to Fluency, Capita initially launched a pilot project with the technology allowing customer callers to use a virtual agent to change their address. The success of the pilot allowed Capita to assess the efficiency of Fluency applications. Over 400,000 TV Licensing customers are said to have used the Fluency application to change their address yielding a 75 percent transaction completion rate, to date.

TV Licensing’s director of customer services, Mike Minahan, suggested that TV Licensing will look to deploy the technology across various other customer service channels.

Mike commented, Following the outstanding success rate of the pilot, we are on schedule to launch a number of other services, such as direct debit set up and the automation of the 24/7 helpline.

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