Aumtech and Philips Collaborate to Provide JetBlue Airways with Speech-Activated Flight Information System
EAST BRUNSWICK, NJ, DALLAS, TX and NEW YORK CITY - Aumtech Inc., a provider of Integrated Voice Response and Instant Notification solutions for automated information delivery, and Philips Electronics' (NYSE: PHG) speech processing business unit have partnered to provide JetBlue Airways' clientele with a voice-enabled option to its flight information system. This new capability, which has been actively serving customers since April 2002, allows callers into JetBlue's toll free number (1-800-JETBLUE) to select a speech-enabled voice interface for obtaining information on flight numbers, arrival and departure cities, and flight times. This service eliminates the requirement of customers holding to speak to an operator, or maneuvering through a touch-tone system to obtain flight information. The system handles routine passenger requests so JetBlue agents are able to devote additional time to customers with more complex questions. "We were looking for a simple-to-use system that would provide callers the precise flight information they needed without long hold times or multiple hoops to jump through," said Frankie Littleford, Vice President of Reservations at JetBlue. "The partnership of Aumtech's telephony suite with Philips' speech recognition software has truly delivered on JetBlue's commitment to provide cost-effective solutions to our customers without sacrificing our superb customer service." Aumtech provided the application layer of the user interface via the Aumtech Responsive Communications (ARC) Suite, a carrier-class software platform that delivers information and communication services across disparate information networks. The ARC Suite's open architecture gives JetBlue maximum flexibility for rapid application development, scalability, and deployment, while allowing for future introduction of new and expanded services. "Our alliance with Philips gave us the opportunity to meet the challenge that JetBlue extended to us - to develop a user-friendly, speech-enabled application in the shortest time possible for phone customers seeking flight information," said Madhav Bhide, president of Aumtech. "Philips' leadership in speech-recognition tools allows us to provide our clients with superior applications that offer more effective information management, improved revenues, and higher employee productivity." Philips's SpeechPearl 2000® was the speech recognition engine used by Aumtech to develop the JetBlue system. SpeechPearl is a continuous, speaker-independent and natural language telephony engine that uses an "open grammar" functionality. "We were thrilled to partner with Aumtech to deliver the most accurate speech-enabled software engine available in today's market and provide JetBlue's customers with a highly proficient, voice-activated flight information system," said Frank Caris, president of the Dallas-based speech processing division of Philips Electronics. "We look forward to our continued collaboration with both Aumtech and JetBlue as they consider expanding the system to meet ever-increasing customer demands."
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