Natural Language Speech Application for Scottish & Southern Energy

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Natural Language Speech Application for Scottish & Southern Energy

Improving the customer experience with a speech-enabled application based on Sabio’s user-centred design approach.

Operational Challenge

Scottish and Southern Energy (SSE) used an earlier generation IVR system to run its Meterline self-service application. Not enough customers were using the application and the customer experience needed to be improved.

Sabio Solution

Sabio designed and developed a natural language Meterline application using its distinctive user-centred design approach in conjunction with the Avaya Interactive Response (IR) speech self-service IVR platform.

Results Delivered

  • Initial results for SSE suggest that significantly more customers will use the automated service.
  • Sabio’s integrated solution will also help to deliver an improved experience for SSE customers, and also free up agents to handle more complex customer calls.

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