BMW Group has halved support response times after integrating speech recognition technology into an IT hotline designed to resolve internal high priority technical queries.
The car giant has deployed ScanSoft's SpeechPearl speech recognition software and RealSpeak text-to-speech (TTS) software for the support service.
It claims that the time taken to resolve inquiries from the 100,000 employees using the internal hotline worldwide has been halved.
The speech system supports both German and English languages, and was implemented by computer telephony integrator Flintec.
"The average time it now takes for high priority queries to be dealt with has been reduced to five minutes," said Lucien Feiereisen, general manager at Flintec.
As part of the implementation, Flintec updated BMW's touch-tone system which is integrated with a Remedy IT service management offering and a Genesys digital telephony product.
The legacy system sent SMS alerts to technicians who then viewed the query via the Remedy application.
Now, the RealSpeak TTS engine accesses the query from the database and reads the description to the technician.
The speech system guides the technician through a series of questions selected by second-level support personnel to which the technician can provide 'yes' or 'no' answers, possibly resulting in the query being solved.
The technician can also ask the system a pre-established range of questions to better understand the query, as well as request that the system repeat the query description.
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