News
Be reassured: Automatic call qualification creates customer satisfaction
05.05.2009
The MÜNCHENER VEREIN Versicherungsgruppe – a well known Munich insurance company - extended in July 2007 in its new service center within the customer service their authensis ACHAT solution with an automatic call qualification function. With the first use of this technology within the MÜNCHENER VEREIN Versicherungsgruppe, the calls are connected to the respective group of specialists after the topic-specific qualification. This ranges from health insurance to life insurance and insurance against material damage.
One focus was - from the customer´s view – an uncomplicated solution, which is nevertheless efficient. The automatic speech recognition solution introduced now, implemented by authensis, Sympalog and the MTG Kommunikations-Technik GmbH, queries simple information from the caller, in order to connect afterwards directly to the group of agents intended for it. So, the customers are connected to a competent partner very fast, aviding annoying call transfers within the service center.
The challenge during the implementation of the solution according to the formula „simple however efficient“ was to automatically process the vast expression variety used by the callers. The system fulfils this task as reliably as expected. It is able to recognize different product names and tariffs of the insurance company and other keywords in many different expressions. Its target is to connect the caller with the channels health, life or material damage and thus to connect the caller correctly to the responsible specialists.
One focus was - from the customer´s view – an uncomplicated solution, which is nevertheless efficient. The automatic speech recognition solution introduced now, implemented by authensis, Sympalog and the MTG Kommunikations-Technik GmbH, queries simple information from the caller, in order to connect afterwards directly to the group of agents intended for it. So, the customers are connected to a competent partner very fast, aviding annoying call transfers within the service center.
The challenge during the implementation of the solution according to the formula „simple however efficient“ was to automatically process the vast expression variety used by the callers. The system fulfils this task as reliably as expected. It is able to recognize different product names and tariffs of the insurance company and other keywords in many different expressions. Its target is to connect the caller with the channels health, life or material damage and thus to connect the caller correctly to the responsible specialists.