Case Study: Natural Language Speech Application for Scottish & Southern Energy
How Scottish & Southern Energy improved the customer experience with a natural language speech application based on Sabio’s user-centric design approach.
BUSINESS CHALLENGE
Scottish and Southern Energy (SSE) used an earlier generation IVR system to run its Meterline self-service application. Not enough customers were using the application and customer experience needed to be improved.
SABIO SOLUTION
Sabio designed and developed a natural language Meterline application using its distinctive user-centred design approach; SSE implemented the Sabio application in conjunction with the Avaya Interactive Response (IR) speech self-service IVR platform, together with Nuance natural language speech application software.
RESULTS DELIVERED
- Initial results for SSE suggest that significantly more customers will use the automated service.
- An improved experience for SSE customers
- Agents available to handle more complex customer calls
