Using speech applications to improve customer experience

How Scottish & Southern Energy improved the customer experience with a speech-enabled application based on Sabio’s user-centred 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 the 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 speech recognition software.

Results Delivered

Initial results for SSE suggest that significantly more customers will use the automated service. Sabio’s integrated solution will also help to deliver an improved experience for SSE customers, and also free up agents to handle more complex customer calls.

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