Tata Sky implements Nuance's speech recognition technology in its contact centre

Tata Sky has implemented Nuance Communications’ speech recognition technology in their contact centre. Customers calling into the contact centre can now speak naturally, in English, Hindi and ten additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative, according to the company.

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 service provided by Tata Sky is allowing customers to say the name of a movie and the desired time for viewing in order to watch a Showcase movie. This process is  now  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.

Harit Nagpal, CEO & MD, Tata Sky, 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. 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.”