Voice Recognition Technology has proven to have worked in retail. So travel is next.
So says John Amein, president and CFO of Netbytel, who gave a presentation on “Voice Recognition Technology: From Triage to Transactions,” at the 2005 ResExpo meting in Atlanta, GA.
He said Thrifty Car Rental is already using VRT. “And we think travel is a natural extension,” he said.
He said his company’s technology proved to have solved most problems with VRT when it was implemented by Office Depot.
Speech automation programs can not only handle simple calls for non-revenue issues such as address changes, but can also be used to generate new revenue.
At Thrifty, 30% of calls were simple price requests, according to Mr Amein. By automating those calls, Thrifty saved money.
But technology that allows speech automation programs to ask various questions also is leading to new income streams, he said.
One of the advantages of using speech automation is it involves no capital outlay, he added.
He admitted that studies show 20% of the population wants a human contact. “But you work with the other 80%,” he said.
Callers are receptive to suggestions that if they choose an automated system, they will get quicker service and not be put on hold, he added.
Report by David Wilkening
