An IVR that greets you with ‘how can I help you today?’
Your customer can use their own words to ask for what they want. EckohASSIST acts like an automatic switchboard and routes them directly to where they need to be. No more menus which are a huge relief and saves their valuable time.
EckohASSIST is intelligent. It constantly learns new words and phrases and with the use of a hidden agent when you first start out you can achieve 99% success. If the caller asks a question for which the IVR doesn’t know the answer it can pass the call to a ‘hidden agent’ who can discretely intervene to accurately direct the call. After a while, the solution has learned enough to no longer need the hidden agent.
Working with Eckoh
Over 20 years of experience have gone into our natural language speech platforms which makes us the leading supplier, with the largest speech footprint in the UK. We harness the most advanced speech technology combined with complex statistical language models to provide a compelling and satisfying customer experience that delivers significant cost savings.
EckohASSIST can be applied to over 80 languages and used across every dialogue speech application to drastically improve recognition accuracy. It’s estimated that the average British person spends about 5 minutes each year calling an Eckoh application and our speech platform can handle millions of calls a year.
How we helped Premier Inn
We have been working with Eckoh for over 8 years now and we’re extremely happy. As such we’ve decided to use the services to secure payment in new territories, such as Germany, to ensure we secure all our clients’ cardholder data without discriminating territories or new brands that we launch. Eckoh brings a great deal of expertise in the complex area of PCI DSS compliance and network management and as a trusted supplier they were the natural choice for us.
Head of Operations
Here's the benefits
- Faster customer enquiry resolution
- Higher IVR use and shorter call length
- Added personalisation
- Callers receive a significantly faster service
- Reduce customer re-direction
- Zero frustration for customers
- Flexible design can be tailored to your organisation
Automate Call Handling
Why the message “We are currently experiencing a large volume of calls” could signify problems that need fixing. Read the blog ‘Too many calls to handle? Automate, then celebrate’ to find out what to do.
Self Service eGuide
How did self-service come about? What we can learn from the past? and how technology has enabled the evolution of self-service into a ‘channel of choice’ for today’s consumers? Download our eGuide – Self-Service – finding the right balance of tools to discover what it can do for your customer engagement.