Customers who dial a traditional customer service number often encounter a series of irritating, time consuming phone menus. These menus trouble the customers and create a not so favorable impression about the company they are dealing with. But modern communication systems are offering a workaround for this problem.
China Mobile Jiangsu Branch has selected Nuance’s speech and Natural Language Understanding (NLU) technology as to enhance the experience of callers who need service support from the company.
Nuance Communication has joined hands with Huawei for this project, and the company intends to provide an intuitive customer experience for the China Mobile Jiangsu Branch. The new system provided by the company is expected to save time for customers and also increase accuracy of call routing.
When customers of China Mobile Jiangsu Branch contact the company over the phone, they will be able to get what they want quickly and easily. Needless to say, this goes a long way in customer service and happy more customers usually translate into more business for any company. Earlier, Jiangsu customers had to tolerate a series of phone menus and other irritating factors usually encountered with any customer service division.
“Customers today are busy and always on-the-go, and they want their questions resolved as quickly and easily as possible,” said Robert Weideman, executive vice president and general manager for the Enterprise Division of Nuance. “By deploying natural language understanding Call Steering in the call center, China Mobile Jiangsu Branch is positioning themselves above the competition and significantly improving the customer experience through allowing a fast, seamless, and convenient interaction.”
Nuance has been working in the communication spectrum in various ways. Recently, the company unveiled Dragon NaturallySpeaking 13, which is a speech recognition software available for the PC. This software is supposed to make navigation and text-entry tasks dramatically faster and easier.