Vodafone Spain Takes Over 300,000 Calls Per Day With Voice Recognition System

MADRID — In the last few months, Vodafone Spain has taken more than 300,000 customer calls a day through an automated voice recognition system designed by Ydilo. In addition, more than 9,000 random surveys are conducted among the service users in order to identify the level of customer satisfaction with such systems.

These dialogues are combined with continual improvement processes based on automatic customer surveys to assess the service provided and the impact of the improvements incorporated. Voice-recognition technology has enabled Vodafone Spain to eliminate waiting times and answer the most frequently asked questions, such as those about the activation of special promotions, points program, answering service, consumption control, duplicate invoices requests, and so on.

The service enables the customer to process his/her calls using either the automatic service or an agent, depending on the reason for the call.