Implementation of ‘ASR4CRM’: An Automated Speech–enabled Customer Care Service System
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Description
The main disadvantage of human presence in
the Call centers of GSM service providers is poor response
time. The preference of IVR services by Nigerian subscribers
can be attributed to this fact. A system has been developed on
the VoiceXML platform to serve as a panacea for this
problem. The developed system ‘ASR4CRM’ obviates humanto-
human interaction in the complaint lodging and solution
provision process, by replacing it with human-to-system
interactivity. ASR4CRM has a 3-tier architecture. The
telephone system constitutes the first tier, the VoiceXML
gateway and the web server constitute the middleware, while
the database constitutes the third tier. The system was tested
with the top twenty-four FAQs from a leading Nigerian GSM
carrier (MTN) and successfully deployed on Voxeo voice
server. It has the attendant benefit of improved CRM.
Keywords
QA75 Electronic computers. Computer science