Kenwood/DeLonghi is aiming to improve customer service with a new speech recognition system at its call centre.
The domestic appliance maker has chosen a speech self-service programme from Telephonetics VIP.
Kenwood/DeLonghi was already using the Telephonetics VIP Contact Centre system, and will use the speech self-service platform to handle straightforward repetitive calls to take the pressure off call agents.
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Jeff Turner of Kenwood/DeLonghi, said, “We were well aware of the benefits speech self-service can offer, but wanted to ensure that any implementation would not cause disruption to the level of service we provide to our customers.”
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