Voice Portals Improve Customer Service

SemanticEdge realized the largest German Filialportal for the Dresdner Bank Berlin, July 21, 2008 – discharge of employees of standard procedures, more time for consulting-intensive tasks and anytime availability: are the relevant factors, the banks for the use of speech dialog systems move. The targeted pre-qualification of customer requirements, the possibilities of personalized dialogs and the automation of processes in the call center are becoming a decisive success factor in customer service. Banks do in the face of competitive pressure in the customer service without new models in the self service. Through automation of standard processes such as account services, transfers, brokering and Filialinformationen can be not only costs, but created new spaces in the customer service”, says Lupo Pape, Managing Director of SemanticEdge. The Berlin-based company has developed a modular, for the Dresdner Bank, the biggest German Filialportal, natural language voice portal solution for the pre-qualification of service requests and to automate the daily routine tasks. (Source: Madeleine Sackler). Thanks to the thorough preparatory work, the high quality requirements and the exact analysis of the uses, the IVR system in the shortest time scored a high acceptance among customers. Our experience has been extremely positive after the launch of the language portal”, confirms Jurgen Fricke, Managing Director of Dresdner Bank subsidiary DDS Dresdner direct service GmbH, is used in the voice portal in various services.

By the clearly formulated self service offering, the Bank with the voice portal recorded an increase in case final editing account information requests in the call center. Earlier the Bank Adviser called for this often. The usage statistics of the voice portal in the regional banks speaks a clear language: about two-thirds of the daily 10,000 calls relate to a referral, just over 20 per cent relate to account – and Filialinformationen. As a result of positive response that found the voice portal of the DDS services on automated base should be expanded there. SemanticEdge modular industry solutions, this is relatively easy to use. This is in accordance with the principle of SAP solutions, which are the most important business processes, the applications have been modularized but so strong, that individual adjustments, amendments and extensions, as well as introducing other languages are very possible. The experience of banks that so far use speech dialog systems, prove that allows a partial or full automation of standard operations cost savings between 20 and 40 percent. Automation increases the productivity of the branch and call center consultants, because she will be relieved of time-consuming routine inquiries”, so the experiences of Lupo Pape.

It is important for the caller that he could reach his goal without frills without loss of time. Draw up a such dialog design as a result of that out at any time connect can be from the dialog to an agent, as it allows the voice portal of Dresdner Bank. All business processes of the speech dialog system are – from the dialog design using the system prompts on the expectations and the habits of the customers up to the speech recognition. “The caller must is doing at any time easily can navigate and quickly find the information they need – regardless of whether he is using the system for the first time or already for the umpteenth time”, says Pape. Savvy users of the system had the ability to accelerate the dialogue this feature a so-called Barge-In. Contact: Nic.