DTH

Tata Sky deploys speech recognition technology to improve customer experience

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MUMBAI: Direct to home (DTH) operator Tata Sky will enter in the New Year, with the promise to service its customers better. And in keeping with that, the operator has partnered with Nuance Communications for its speech recognition technology which will be deployed in all Tata Sky contact centres.



With this technology, customers calling into the contact centre can speak naturally, in English, Hindi and 10 additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.



 Tata Sky has a widespread network, providing over 270+ channels and interactive services Pan India. Previously, customers calling into the contact centre would have to navigate through lengthy menu prompts to be routed to the appropriate agent to handle their question, causing unnecessarily long call times. Tata Sky turned to Nuance to implement speech recognition technology into their Interactive Voice Response (IVR) system so that callers could simply state the reason for their call. A popular service provided by Tata Sky is allowing customers to simply say the name of a movie and the desired time for viewing in order to watch a Showcase movie. This process is  now  completely automated and saves customers from having to wait to speak to an agent to order a Showcase movie, reducing unnecessary call transfers and allowing agents to answer more complex queries.



Tata Sky CEO & managing director Harit Nagpal said, “We wanted to provide our customers with a convenient experience that provided them with the service they desired quickly and eliminated the need to wait for an agent. We looked to Nuance’s speech and language solutions because of Nuance’s ability to service our customers in English, Hindi and 10 additional Indian languages as well as the robustness of the solution in terms of handling calls quickly and efficiently. Nuance’s professional services helped us to build a solution that integrated well with our current system and mapped well with our business processes. This deployment has successfully impacted the customer experience at Tata Sky.”



“Tata Sky’s IVR speech implementation has given them a real advantage when it comes to servicing their customers, setting them apart from the competition,” said Nuance general manager, India & ASEAN Sunny Rao.



“Speech recognition allows customers to have an experience that exceeds expectations. Customers can now receive service how and when they want, by choosing their preferred language and speaking conversationally,” concluded Rao.

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