Expedia Deploys Speech-Enabled Customer Service Line
MENLO PARK, CA - Nuance (Nasdaq:NUAN) announced that Expedia, the online travel service, has voice-enabled its 1-800-EXPEDIA customer care line using Nuance speech recognition software. The new speech-enabled system enables travelers to reconfirm itineraries, or get the latest flight arrival and departure information by speaking their flight number or destination into the phone. Callers needing personal assistance with vacation package, flight, hotel, cruise or rental car reservations are instantly routed to a customer service specialist best equipped to handle their particular request. "Expedia's goal is to provide customers with quality care and services before, during and after their trip," said Sachin Jhunjhunwala, director of voice services, Expedia. "By deploying Nuance's speech solution, our customers can access their latest travel information, when they need it and from wherever they are, without having to speak with a live operator." "Companies such as Expedia are realizing that in order to best meet the needs of their customers, they must embark on multi-channel self-service solutions," said Lynda Smith, vice president and chief marketing officer, Nuance. "According to the Gartner Group, 92 percent of all customer interactions still happen via the telephone. And only speech solutions can effectively automate those interactions. Nuance is committed to keeping our customers and partners up-to-speed on this innovative technology and its many benefits."