Tata Sky has partnered with Nuance Communications for its speech recognition technology which will be deployed in all Tata Sky contact centres. With this technology, customers calling into the contact centre can speak naturally, in English, Hindi and 10 additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.
“We wanted to provide our customers with a convenient experience that provided them with the service they desired quickly and eliminated the need to wait for an agent. We looked to Nuance’s speech and language solutions because of Nuance’s ability to service our customers in English, Hindi and 10 additional Indian languages as well as the robustness of the solution in terms of handling calls quickly and efficiently,” said Tata Sky CEO & managing director Harit Nagpal .
“Tata Sky’s IVR speech implementation has given them a real advantage when it comes to servicing their customers, setting them apart from the competition,” said Nuance general manager, India & ASEAN Sunny Rao.
"Speech recognition allows customers to have an experience that exceeds expectations. Customers can now receive service how and when they want, by choosing their preferred language and speaking conversationally,” concluded Rao.
Tata Sky has a widespread network, providing over 270+ channels and interactive services Pan India. Previously, customers calling into the contact centre would have to navigate through lengthy menu prompts to be routed to the appropriate agent to handle their question, causing unnecessarily long call times.