Implementation of ‘ASR4CRM’: An Automated Speech–enabled Customer Care Service System
| dc.creator | Atayero, A. A., Ayo, C. K., Omoregbe, N. A., Azeta, A. A. | |
| dc.date | 2008-11-25 | |
| dc.date.accessioned | 2025-03-26T12:36:19Z | |
| dc.description | The main disadvantage of human presence in the Call centers of GSM service providers is poor response time. The preference of IVR services by Nigerian subscribers can be attributed to this fact. A system has been developed on the VoiceXML platform to serve as a panacea for this problem. The developed system ‘ASR4CRM’ obviates humanto- human interaction in the complaint lodging and solution provision process, by replacing it with human-to-system interactivity. ASR4CRM has a 3-tier architecture. The telephone system constitutes the first tier, the VoiceXML gateway and the web server constitute the middleware, while the database constitutes the third tier. The system was tested with the top twenty-four FAQs from a leading Nigerian GSM carrier (MTN) and successfully deployed on Voxeo voice server. It has the attendant benefit of improved CRM. | |
| dc.format | application/pdf | |
| dc.identifier | http://eprints.covenantuniversity.edu.ng/2097/ | |
| dc.identifier.uri | https://repository.covenantuniversity.edu.ng/handle/123456789/31433 | |
| dc.language | en | |
| dc.subject | QA75 Electronic computers. Computer science | |
| dc.title | Implementation of ‘ASR4CRM’: An Automated Speech–enabled Customer Care Service System | |
| dc.type | Conference or Workshop Item |
Files
Original bundle
1 - 1 of 1