TranXactive automates call query resolution using voice recognition technology

TranXactive has completed a pilot project for Hollard Insurance to investigate the viability of using speaker recognition technology for automating call centre query resolution. This interactive voice-based module was designed with the aim of allowing clients to phone up and ask questions about their insurance policies simply by talking to the computer system. The speech recognition application was developed with a direct interface to Hollard Insurance`s main business systems.

Voice recognition applications enable a user to speak to a computer over the telephone using standard spoken questions. Such a system differs from speech dictation applications (e.g. Dragon Dictate, etc) in that it translates and understands a spoken query and then processes or retrieves data from the system - delivering the results back as a spoken result.

For example, in the Hollard speech application a customer can make a request for the investment component of his insurance policies - simply by asking for it. A user logs onto the system by speaking a client number and password.

"The number of applications for speech interactive systems are limitless." says TranXactive`s Director, Galina Kroucheva, "The number of call centre applications alone - from common account balances, product information to order tracking - are enormous. Voice recognition systems can replace all the simple and routine, repetitive queries that make up over 50% of a call centre`s queries, giving the company a cost -effective 24-hour continuous service. The technology is mature enough to be considered as an integral part of all Customer Relationship Management (CRM) solutions"

"TranXactive uses Nuance speech recognition technology to implement it`s voice-based applications and deliver pushbutton-free computer interaction over a standard landline or cellular phone. You don`t need to listen to a list of menu options - `Push 1 for this, push 2 for that...` and try to remember what key to press on your phone. Voice-based systems work on keywords and allow you to simply ask for help if you do not know what to say."

Nuance (http://www.nuance.com) leads the market in the development of speech recognition, language understanding and speaker verification software to automate access to information and services over-the-phone. Enterprises and e-businesses such as brokerages, banks, airlines and retailers -- use Nuance`s software platform to deliver V-Commerce (tm) (voice-enabled e-commerce) offerings such as stock quotes and trading, home banking, travel planning and shopping.

"The telephone system is ubiquitous; the number of cellular phone users are already twice that of the number of Internet users. "says Kroucheva, " Voice-based speaker recognition systems allow you to deliver the same content and database interaction as the web - over a standard phone line with no additional hardware required. Imagine receiving your e-mail and listening to your day`s scheduled appointments over your cellphone while you are on the road."

TranXactive specialises in the development of unified, voice and Internet-based business applications that can deliver content over multiple interfaces - allowing companies to deliver personalised customer data and automated query resolution over the common telephone.