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Implementation of ‘ASR4CRM’: An Automated Speech–enabled Customer Care Service System

Atayero, A. A. and Ayo, C. K. and Omoregbe, N. A. and Azeta, A. A. (2008) Implementation of ‘ASR4CRM’: An Automated Speech–enabled Customer Care Service System. In: 16th Telecommunications Forum TELFOR 2008.

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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.

Item Type: Conference or Workshop Item (Paper)
Subjects: Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions: Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science
Depositing User: Mrs Patricia Nwokealisi
Date Deposited: 29 Jan 2014 10:26
Last Modified: 10 Feb 2014 15:58

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