Tata Sky deploys Nuance’s speech recognition technology

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MUMBAI: In order to enhance its customer service, direct-to-home (DTH) operator Tata Sky has deployed Nuance Communications’ speech recognition technology in their contact centre. Customers calling into the Tata Sky contact centre can now speak naturally, in English, Hindi and ten additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.

Previously, customers calling into the contact centre had to navigate through lengthy menu prompts to be routed to the appropriate agent to handle their question, causing unnecessarily long call times.

Tata Sky turned to Nuance to implement speech recognition technology into their Interactive Voice Response (IVR) system to avoid the lengthy call durations. A popular service provided by Tata Sky is allowing customers to simply say the name of a movie and the desired time for viewing in order to watch a ‘Showcase movie’.

This process is now completely automated and saves customers from having to wait to speak to an agent to order a ‘Showcase movie’, reducing unnecessary call transfers and allowing agents to answer more complex queries. Tata Sky MD and CEO Harit Nagpal said, “We wanted to provide our customers with a convenient experience that provided them with the service they desired quickly and eliminated the need to wait for an agent.

We looked to Nuance’s speech and language solutions because of Nuance’s ability to service our customers in English, Hindi and ten additional Indian languages as well as the robustness of the solution in terms of handling calls quickly and efficiently. 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.”

Read more at: http://www.televisionpost.com/dth/tata-sky-deploys-nuances-speech-recognition-technology/ | TelevisionPost.com

Tata Sky deploys Nuance's speech recognition technology | TelevisionPost.com
 
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