Speech Recognition, Text-to-Speech
Powering Speech Enabled Solutions
US National Domestic Airline
With an entirely outsourced contact center operation, the US Domestic Airline was facing a disconnect in customer service. Because customer service and reservations were being handled by a third party, customers couldn’t easily access critical, real-time flight information. This resulted in low satisfaction.
Pivot Technology Solutions was seeking a partner to cost effectively address these issues so the airline could own the customer service application directly and outsource only the agents. Pivot and the airline wanted to make sure they had control over experience and satisfaction.