We use voice recognition on our telephone system when customers call our main contact centre line 01543 308000 and choose option six.
Our automated responses are powered through 8x8 intelligent customer assistant.
The system works by asking customers to describe in a few short words why they are calling.
If what the customer tells our system triggers a key word, an automated response, written by our customer services team is then read to the customer.
If the answer given by our automated assistant doesn't answer a customer's query in full, they are given a choice to join the queue for a customer services agent.
We've launched this service:
- So we can get help to customers quicker for more straightforward enquiries.
- Give our teams more time to support customers who need extra help.
Our automated assistant doesn't collect any personal data.