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Development of iSpeak: A voice activated Relationship Management System

Atayero, A. A. and Alatishe, A. S. and Iruemi , O. I. (2011) Development of iSpeak: A voice activated Relationship Management System. International Journal of Emerging Technology and Advanced Engineering, 1 (2). ISSN 2250-2459

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Abstract

A constant source of frustration for subscribers of mobile telephony in Nigeria is the quality of customer care service. The ubiquitous IVR systems deployed by service providers often ends in long and winding texting of digits that terminate in calls to agents with poor CRM attitudes. Automation of most of the functions of the human agent goes a long way in mitigating this problem. This paper describes iSpeak – a system designed to reduce the human–to–human (H2H) interaction in the complaint-lodging and solution provision process to a minimal level where it is not possible to eradicate it totally by a replacement with human–to–system (H2S) interactivity. iSpeak has an inherent capacity for improving the efficiency and drastically cutting CRM cost of corporate organizations. This comes with the attendant advantage of improved business-customer relationship. Keywords – Automatic Speech Recognition, Customer Care Service, Speech-control, Customer Voice Model, Voice Print, Voice Recognition.

Item Type: Article
Subjects: T Technology > TK Electrical engineering. Electronics Nuclear engineering
Divisions: Faculty of Engineering, Science and Mathematics > School of Electronics and Computer Science
Depositing User: Mr. Adeyemi S. Alatishe
Date Deposited: 14 Apr 2012 18:14
Last Modified: 14 Apr 2012 18:14
URI: http://eprints.covenantuniversity.edu.ng/id/eprint/718

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