What is Personalised caller experience?
Personalised caller experience reduces customer effort where a customer has re-contacted an organisation. By remembering previous responses provided by the caller to questions, the caller's experience is heightened by avoiding the need to ask again.
How does Personalised caller experience work?
Personalised caller experience can be turned on within various Oration call flow actions such as individual Ask, Info, Receptionist and Say actions. Organisations can determine how long the system effectively remembers the caller’s context - this can be thought of as the timeframes they would like Personalised caller experience to operate over.
What makes Oration different?
Oration builds Personalised caller experience into its core operations, making the ability to create a seamless repeat contact experience quicker without having to create complex code. This allows Oration to easily implement Personalised caller experience at the click of a button.
- Reduce average handling times
- Identify and verify your callers
- Increase uptake to self-service
- Provide targeted banners
- Facilitate a digital channel shift
- Improve agent and customer engagement
- Support speed to competency
Discover our features
Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.
By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.