Case studies

«Alesya» Personal Assistant for bank’s clients accurately captures the amount of information comparable to that of an expert human communicator, reducing post-call processing workload for human operators by 40%. “Alesya” is operating 24/7 in omni-channel mode, offering high quality self-services and continuously learning.

Voice-driven SBB app helps enhance customer experience for the National Railway Company of Switzerland renowned for its efficient timetable integration into a wider public transport system. The app understands Swiss German dialects with unmatched accuracy and recognizes over 25000 public transport station names in Switzerland and Germany.

Syntec Ltd is a UK network operator providing a full range of telecom services to clients all over the world The solution is preferred by customers as it allows making card payments securely over the telephone channel with outstanding customer experience. Credit card numbers can be dictated in any way convenient for callers.

Spitch solution allows saving up to 2 minutes of customer verification time during the video banking session thanks to the smart use of voice biometrics. Voiceprints are created during enrolment sessions and subsequent verifications take just 10 seconds. Fully in line with FINMA and BaFin regulations, the solution offers improved security and sizable cost reduction.

Soft Collection Calls by AI-driven Spitch solution based on AI-powered NLP/NLU technologies helped the bank to make soft collection calls virtually as effective as those performed by expert human communicators. The main purpose of the calls was extracting the promise to pay and maintaining constructive client relationships.

Intelligent IVR at AMAG – the largest car dealer in Switzerland – will ask callers for the car VIN, brand and model, cross-check all the information, and route the call to the right agent. It will also display all the car info on the agent’s screen. And this is only the beginning.

Spitch solution has been integrated with the Avaloq Banking Suite to automate processes where spoken language is used. The banks running the Avaloq Banking Suite can now offer cost-effective services to their customers over the voice channel even in Swiss German dialects.

The Swisscard IVR with an integrated Spitch’s AI/NLP solution understanding the call reason and routing the call to the next best customer service representative along with a text pop-up containing the summary of the call reason information. Swisscard has recently won the «Golden Headset Award» in «Innovation» category with this solution. It has the potential to handle simple customer requests such as blocking lost cards or ordering account balance information fully automatically too.

Spitch has developed a compliance monitoring solution for one of the largest International BPO contact centres that allows automatically checking each call’s adherence to its corresponding script. The time spent to analyse calls is minimised. Fewer agents are auditing the calls and much less time is spent for the audit. This helps reduce costs substantially, thereby increasing the BPO’s margins.

Spitch solution provides voice-driven self-services that decrease workloads for the insurance contact centre, especially at peaks. Using automated form-filling, the system registers all the necessary information recognised and extracted from free speech. The solution makes it possible to improve customer experience by reducing call queues and waiting time, making sure calls are processed faster.

Spitch helped the client to make the ordering of consumable supplies faster, easier and more efficient. The customers can call 24/7 and place orders by voice through a fully automated system while serving a beer at the bar. The solution is freeing up call centre agents allowing them to address more complex tasks.

Spitch protocolling solution for financial services companies makes accurate records automatically and allows advisors to check if everything is correct in just a few minutes, eliminating human errors. The average handling time per protocol can be reduced by 50% or more and the overall time economy per 1000 protocols is up to 100 man-hours. The solution is available from a trusted cloud, on-premise, or as a mobile app. Robotizing routine operations helps meeting compliance and freeing up advisors’ time making a positive impact on sales, the quality of engagement, and customer experience in general.

Spitch helped the bank to implement a voice user interface (VUI) for the existing mobile wallet that lets the bank’s customers to speak their request instead of typing it. The customers can perform most of their day-to-day banking operations by voice instructions and make detailed queries e.g. “how much money did I spend in restaurants in the last 3 weeks?” It is much easier to use one's voice instead of typing on a small mobile screen keyboard, especially on the move.

Spitch's voice biometrics solution runs in the background, allowing agents to see the outcome of the identity verification in a few seconds after the start of the call. As a result, the average call processing time is reduced considerably, helping to save costs. The level of customer satisfaction also increases thanks to the removal of emotional barriers.

Communication surveillance and monitoring software offers companies a new tool-set to analyse all types of content including live conversations in accordance with applicable regulatory frameworks.

Contact centre audio archives are a great source of knowledge on how to improve sales, customer retention, marketing, etc. Everyone understands the importance of leveraging this body of data, but almost no one has a clear vision of how to get there. We provide the Speech Analytics Dashboard and the agile-based implementation approach designed to continuously improve understanding, drilling down into call centre data. In just 16 weeks the customer gets a complete speech analytics solution, tailored exactly to one's needs.