Nova Scotia Power Brightens Customer Service with Technologies from Nuance, Edify, Genesys and Natural MicroSystems
The fast-growing speech recognition industry expanded into a burgeoning market with the unveiling by VOCI Corporation of the first large vocabulary, CTI-enabled voice-driven application for the utility industry. Nova Scotia Power, a wholly-owned subsidiary of NS Power Holdings Inc., has improved customer service with the robust, high-speed SERENO speech recognition platform from VOCI.
First tested in public trials in August 1999, Nova Scotia Power's system allows customers to obtain bill balances and payment locations using the 7x24 self-service speech application. Callers can say, "I want my account balance, please," and receive the requested information immediately.
Using computer telephony integration (CTI), VOCI achieved another "first." …
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