Banks and Voice Processing -2
Benefits of Voice Processing:
- For the customer, it means not only fast convenient service but added privacy
- no human intervention at the bank unless the customer wants it.
- many customers prefer such privacy for many information requests
- some customers believe such transactions are more likely to be accurate and secure than those handled by live operators.
- For the bank, such a system means:
- More calls can be handled simultaneously, a particular boon during peak periods.
- Fewer operator hours are spent handling routine inquiries
- resources are freed for more sensitive, through handling of customer calls that need it.
- Morale among bank employees, who spend less time on repetitive, non-challenging tasks and more time on complex, interesting transactions, frequently is improved measurably.