Pelephone Deployed an Automated Speech Driven Account Inquiry Service Using NSC's Speech Recognition Product
RISHON LEZION, Israel - Pelephone, an Israeli mobile carrier, has deployed a service that enables its customers to inquire about their account balance details using a speech recognition engine developed by the Israeli company NSC (Natural Speech Communication Ltd.).
The new service enables Pelephone customers to obtain information about their Pelephone accounts including current account balance, details about their last and next invoice and unused minutes. The service is delivered using natural speech by the customer with no use of touchtone menus or human representative. The service is free of charge and is available in three languages according to the customer's preferences: Hebrew, Arabic or Russian. The IVR (Interactive Voice Response) platform on which the service is deployed is delivered by CTWare - an Israeli vendor specializing in CTI and value added service technology.
Since it was deployed, the service experienced over 8000 calls a day (representing three million calls a year).
According to Dan Sharir, Telecom manager in Pelephone, "this service represents another step in Pelephone's efforts to supply its customers with advanced services. Pelephone believes its customers are entitled to obtain information and services using the most innovative technologies, and speech recognition exactly fits the bill. Using natural speech as the interface to our automated call centers will help our customers to get the information they need easily with availability 24 hours a day."