Directory Assistance carries a unique set of demands and requirements to facilitate a speedy and effective caller experience. Directory Assistance providers are under constant pressure to provide accurate listings within an extremely time-sensitive call frame to satisfy caller demand.
Spoken's Smart IVR offering is a an efficiency powerhouse for Directory Assistance providers, offering the opportunity to drastically reduce the percentage of calls that must be routed to live operators. With Spoken's unique patented software solution, the automated IVR can efficiently handle most of the caller requests, even when the caller doesn't speak clearly. As a result, more calls remain within the automated technology and fewer calls are directed to live operators. For a demonstration showing this ingenious automationg saving live calls from agent transfer, view our three-minute demo video.
Spoken's hybrid of human-assisted speech recognition automation can:
Is that a residential listing?
Please spell that for me.
What is the middle initial?
What type of business?
Spoken's powerful Directory Assistance functionality also provides automated disambiguation of multiple listing options, SMS delivery of listing results to wireless phones, voice search for general questions, such as "Who won the World Series in 1996?", custom advertisement insertion and customer satisfaction surveys.