Kenwood adds speech recognition to customer service mix

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Household appliance giant Kenwood/DeLonghi is using speech recognition technology in its call centre so that callers don't always have to wait in a queue to speak to a customer service agent.

The company is hoping that the self service solution, from Telephonetics VIP, will enhance customer service and enable staff to handle more in-depth or value added customer queries.

In addition, the automated system is expected to reduce costs and increase efficiency.

"We were well aware of the benefits speech self-service can offer but wanted to ensure that any implementation would not cause disruption to the level of service we provide to our customers," said Jeff Turner, a spokesman for Kenwood/DeLonghi.

The decision to implement Telephonetics VIP's Virtual Contact Centre Agent product was based on an existing relationship with the supplier that has already proved fruitful for Kenwood/DeLonghi, according to Turner.

He said:"We chose to work with Telephonetics VIP as they have continually proven they can be trusted to deliver the anticipated return on investment their solutions provide and are confident they can meet our ongoing automation requirements."

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