AI Case Study

Acer America improves service by decreasing repeat caller rate by 15% with responses powered by natural language speech recognition.

Acer America drives service improvements with Nuance's natural language speech recognition technology on hosted IVR platform. The solution, which is based on Natural Language Processing (NLP) to offer call steering, has helped reduce repeat caller rate by 15% and decreases average call time by 50 seconds, among other benefits.

Industry

Technology

Technology Hardware And Equipment

Project Overview

"After a three month discovery process, Acer decided to partner with Nuance for their customer service solutions and move to Nuance’s hosted service. The company specifically deployed Nuance's hosted IVR solution, OnDemand, for continuous application improvement. The solution leverages Natural Language Processing (NLP) to provide natural language call steering."

Reported Results

Acer America claims the following results:

* 100% uptime with Nuance's hosted IVR service, 4% improvement over precious hosted service provider
* 15% decrease in repeat caller rate
* 50 second decrease in average call duration
* 10% increase in caller intent capture rate
* Reduction of 30 toll-free numbers
* Expect to deliver 60% decrease in cost per minute

Technology

"The solution leverages Natural Language Processing (NLP) to provide natural language call steering."

Function

Information Technology

Development

Background

"Acer faced the challenge of having an out of date hosted platform and environment and of operating with a hard-coded interactive voice response (IVR) application. This limited their ability to quickly and easily implement code changes."

Benefits

Data