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03/08/2009 |
This major hight street bank wanted to find out what its customers really thought about its Speech Recognition banking application by capturing a large volumne of customer feedback.
The bank favoured the low cost approach of using an automated IVR application to capture the feedback but after initial discussions it became apparent that it wasn't feasible to ask people to give feedback when they were using the speech recognition application, i.e. the IVR survey application called customers who had used the speech recognition applicatuion earlier that day.
The initiative was very successful and ICR provided the bank with over 2,000 customer surveys over a period of one month. The feedback was extremely informative, gave the bank confidence and provided ideas for some quicl wins.
To read the complete case study please visit: -
Capturing customer feedback on a sophisticated Speech Recognition application
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