SpeechWorks Deploys Speech-Enabled Services for The Hartford

BOSTON, MA - SpeechWorks International Inc. (Nasdaq: SPWX), a developer of speech recognition and TTS technologies and services, announced it has deployed speech-enabled applications for The Hartford Financial Services Group's (NYSE: HIG) affinity auto and homeowners insurance unit. The SpeechWorks' solutions capture name and address information that was previously obtained through live representative interaction. The speech-enabled applications require a customer profile that includes name and address as well as other important information needed to process a policy quote. As part of the implementation process, a two-day usability test with customers was conducted, yielding positive results in user acceptance. The applications went live on April 1, 2002. Previously for auto and homeowners policy quote offerings, all customers went direct to live representatives at the start of the call. Now, with initial customer information captured using SpeechWorks' technology, representatives can service more callers. "The Hartford has clearly established itself as a leader in speech services for the property and casualty insurance industry," said Stuart Patterson, CEO, SpeechWorks. "SpeechWorks is delighted to deliver the first speech applications to help service The Hartford's affinity personal insurance customers." The Hartford's speech applications use SpeechWorks recognition software and Name and Address DialogModules software. Name and Address DialogModules enable companies to capture information that previously required live representative assistance because it was not possible to capture this information using touchtone systems. As a result, companies that automate Name and Address collection can reduce costs per call.
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