Nuance Natural Language Solution Helps U.K. Telecom Hear What Customers Are Saying
sensitive enough to identify British accents from across the country.
Nuance has been tasked with providing ongoing improvements to the system, which allows TalkTalk to better understand its customers' needs. The Nuance Natural Language Call Steering Solution provides TalkTalk management with information that allows it to track trends and identify changes within different areas of the business. By providing a granular picture of customer intent, the organization has better insight into customer behavior, which is further distilled by TalkTalk's analytics. With those capabilities, the company says it can more easily identify business areas that need improvement and act on previously identified opportunities.
"We've seen an increase in overall customer satisfaction with TalkTalk as a result of implementing this new solution, as well as a reduction in both the number of calls being transferred to customer contact centers and the time a customer spends in the new system," Bramwell says.
Within three months of deployment, Nuance's Natural Language Call Steering Solution was providing a call recognition accuracy rate of 94 percent for TalkTalk. The organization was able to shave 16 percent off the number of misrouted calls and also saw an average call time of just 26 seconds. Additionally, self-service climbed 28 percent using Nuance's solution. With these improvements, TalkTalk was able to save $5 million in just three months.
"Nuance is helping us to get our customers to where they need to be, the first time, every time. Overall, the system has been so successful that we are planning to roll out the solution to other business units that could also benefit from natural language understanding IVR," Bramwell says.
Eoin Power, head of contact strategy and planning at TalkTalk, echoed those thoughts.
"This [has] resulted in one of the most successful deployments of the call steering technology in the U.K. and Ireland," Power said in a statement. "The focused, collaborative approach we undertook with Nuance meant we could test and learn together in a safe environment during the process of designing the IVR. Our return on investment was gained in just fourteen weeks, compared to the twelve months we had planned for. We now have the support from senior stakeholders to roll the project out further."
App at a Glance
Since implementing Nuance's Natural Language Call Steering Solution, telecom provider TalkTalk has seen the following:
- a cost savings of $5 million in just three months;
- a 16 percent reduction in misrouted calls;
- an average call time of 26 seconds, with some customer calls reduced by more than two minutes;
- a call recognition accuracy rate of 94 percent against a target of 70 percent;
- an increase of 28 percent in customer self-service; and
- ROI achieved in 14 weeks.
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