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Thomas Cook deploys speech recognition for holiday balances

Antony Savvas

Thomas Cook is 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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