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US Domestic Airline Reimagines the Caller Experience with a Faster, More efficient IVR


US National Domestic Airline
Integration Partner
Pivot Technology Solutions (acquired by Computacenter)
Cisco Voice Platform
LumenVox Software
Automatic Speech Recognition and Text-to-Speech

US National Domestic Airline reimagines the caller experience with Speech Recognition and Text-to-Speech

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 Services  (acquired by Computacenter) 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.

Utilizing LumenVox’s Automatic Speech Recognition and Text-to-Speech, Pivot Technology Services’ IVR is now faster, more efficient and encourages self-service

The new architecture enables bilingual call flows in English and Spanish, which improves the customer experience and reduces cost.

The key applications of the new system enable easy access to critical flight information, including new bookings and irregular operation notices. That means the airline’s customers can access relevant information within the IVR, often without the need for agent interaction.

As greater reliance upon IVR increases with COVID-19, and the industry moves towards more conversational IVR builds, the ability to gain speech engine access without breaking the budget will become even more important. LumenVox components are easily scalable, enabling greater capacity to handle large call volumes and more sophisticated, intelligent technology.

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