Changing the Voice of Customer Service

摘要

Customer service should be a piece of cake. However, we all know it's not quite so simple. Many factors can stand in the way of your utility's commitment to top-notch customer care. But automated messaging technology is changing the face, or rather the "voice," of customer service. It's a viable method for providing individualized attention while efficiently reaching vast numbers of customers. Utilities are only beginning to take advantage of what the technology has to offer. Emergency communications, welcome calls and marketing messages are among the many examples of how automated messaging is mutually beneficial for utilities and their customers. And today a number of advancements, including text-to-speech technology, have made it very difficult to distinguish automated messages from live calls.