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Follow UsBANGALORE: SBI Funds Management can now provide ‘speech-enabled Interactive Voice Response (IVR) services’ for its customers with a solution implemented by Datacraft, an independent IT solutions and services company.
The solution would automate routine and frequent enquiries and free up agents’ time to address complex queries. It is also claimed to ensure enhanced customer satisfaction, reduced time to service customers and increase agent productivity in the customer support centre.
SBI Funds Management is one of India’s leading asset management companies and manages more than 100 different funds under SBI Mutual Fund, with assets of more than $seven billion and a growing investor base, a press release adds.
The company has embraced the latest technology in order to provide the best services to its six million customers.
It adds that in the face of profound competition in India’s financial services sector, customer service is key to enhancing the company’s brand image, the company adds.
The speech-enabled IVR service will play a significant role in improving the end-user interaction. The IVR solution will allow customers to use their voice to get the latest NAVs (or Net Asset Values) of SBI Mutual Fund’s schemes. SBI Funds Management engaged Datacraft to provide design, development and implementation of the speech-enabled IVR solution.
The IVR solution is claimed to be a pioneering project in deploying speech-enabled IVR services in the local Mutual Fund industry. Speech recognition, powered by Nuance, enables the addition of new features to the system that would have been cumbersome in a touchtone-only environment. The decision to select speech-enabled IVR solution was based on surveys of frequent customer calls and analysis of call patterns.
“The solution will improve customer service by offering more intuitive access to information and streamlining transactions. In addition, the solution will also increase customer satisfaction by shortening on-hold time and overall call duration,” said Sunil Manglore, CEO at Datacraft India.