Tata Sky Deploys Speech Recognition Tech For Better Customer Experience

Nuance Communications, Inc. has announced that Tata Sky, the leading direct to home operator in India, has deployed Nuance’s speech recognition technology in their contact centre. Customers calling into the contact centre can now speak naturally, in English, Hindi and ten additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.

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. Tata Sky turned to Nuance to implement speech recognition technology into their Interactive Voice Response (IVR) system so that callers could simply state the reason for their call. A popular service provided by Tata Sky is allowing customers to simply say the name of a movie and the desired time for viewing in order to watch a Showcase movie. This process is  now  completely automated and saves customers from having to wait to speak to an agent to order a Showcase movie, reducing unnecessary call transfers and allowing agents to answer more complex queries.

Harit Nagpal, the CEO & Managing Director of Tata Sky, said: “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 solutions because of Nuance’s ability to service our customers in English, Hindi and ten additional Indian languages as well as the robustness of the solution in terms of handling calls quickly and efficiently. Nuance’s professional services helped us to build a solution that integrated well with our current system and mapped well with our business processes. This deployment has successfully impacted the customer experience at Tata Sky.”

“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 Sunny Rao, General Manager, India & ASEAN, Nuance. “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.”