Customer Experience

Possible: use historical customer & routing-data to predict the best-fit routing (=to best-fit agent) using data-analysis and AI, hence drastically reducing the IVR –burden for our customers.

Today we focus on the implementation of (robotized) chat as a new contact channel. Tomorrow, the same engine / robot used for chat will also be deployed via other channels (mail, voice,) which will change the logic of customer care & front office sales. Call Deflation is no longer required, on the contrary, to build good data (CRM), we want as much interaction as possible with the customer, whatever the channel. What are the implications of communication, organization, back-ends, tools, staffing, ...?

Today speech systems are mainly speech to text oriented but in the future it should be possible to start a real conversation; the contextual conversational functionalities where you can start discussions with an AI system.

Speech recognition is an enabling tool or interface to interact with intelligent systems enabling spoken commands like search in IPTV, instead of the standard keyboard type of input. In Belgium we speak 3 languages, Dutch, French and German. Each having its specific dialect but what is more important many accents exist. Speech recognition engines should be able to cope with these differences.