Thomas Cookis offering its customers
an automated speech recognition service to pay their outstanding
holiday balances.
Thomas Cook is using a system from Fluency Voice Technology.
It has deployed the Fluency VSA speech recognition application
suite to provide an automated service that enables its holiday
customers to pay the outstanding balances on their holiday at any
time of the day.
Holiday balance payment calls were identified by Thomas Cook as
straightforward transactions that could be automated using speech
recognition technology, freeing up agents for more complex,
time-consuming enquiries.
"This has been a very successful technology implementation,"
said Jo Stamper, Thomas Cook sales centre manager. "At peak times
we take up to 70 holiday balance payment calls per day, and using
Fluency's payment capture application our customers can self-serve
and complete the transaction by phone."
Thomas Cook is now looking at other ways in which it can use the
technology.
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