Client: Which
Title: Which Adopts Hosted Speech Recognition to Improve Customer Service

Which? handles over 60,000 calls per month with varying peaks and troughs in demand. Significant peaks caused a poor customer experience; one that Which? found unacceptable. 

Which? realised that they required an intelligent solution that would improve their customer's experience, as well as deliver a business case. 

Salmat was appointed to implement a natural language speech recognition solution that would enable them to identify customers and distinguish between long-term customers and those of a simple transactional nature that did not require advisor intervention. 

Since implementation, Which?'s customer service levels have increased, as well as their retention rates. There has also been a reduction in queuing and waiting times for all customers.

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