|
June,28th 2001
The automated speech-interaction information service realised by
Loquendo for Italy's national railway network & services
company Trenitalia - has brought outstanding customer services
results. The service, which is known as FS Informa, provides customers
throughout Italy with the very latest information on train travel
over any phone (wireline or wireless) through flexible, user-friendly
speech interaction. Last minute information is automatically integrated
with regular information in real time to give customers 100% reliable
information on timetables, services, train fares, industrial action,
delays, etc.
With its excellent levels of reliability and user-friendliness the
system continues to perform - managing a steady flow of 30.000 calls
every day - an extraordinary 90% of which are managed completely
automatically! This means that routine calls are dealt with automatically
and human agents are left free to deal with more complex requests,
while the system keeps them a hundred percent up to date. The system
is now a widely used reference point for Italian rail travellers
and is fostering an increasingly positive perception of the railway
service provided by Trenitalia.
The capacity to successfully manage extremely high call peaks was
again confirmed during the period leading up to the strikes that
took place throughout Italy in May 2002. The service automatically
managed an incredible 70.000 calls from customers requiring information
on departing and cancelled trains!
About Loquendo - Vocal Technology and Services
Leveraging 30 years cutting-edge R&D experience,
global speech-technologies leader Loquendo provides everything
that is necessary for the ultimate speech-interaction experience.
Loquendo's proprietary technologies (TTS, ASR, Speech Server,
Speaker Verification) and platforms guarantee best-of-breed
solutions with 22 voices in 12 languages and more coming soon. Loquendo
is a Telecom Italia Group company headquartered in Turin, Italy
and its activities span from Europe to the U.S. and Latin America.
Loquendo technology powers over 1.000.000 calls daily.
For more information, please visit Loquendo's website at www.loquendo.com.
|
