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Swisscard uses innovative Spitch solution to increase customer satisfaction

11 February 2019

Swisscard uses innovative Spitch solution to increase customer satisfaction

Swisscard uses innovative Spitch solution to increase customer satisfaction Spitch, an established Swiss company with a global presence specialising in Speech Analytics and Spoken Language Technologies, is becoming a leading player in the field of creating and implementing voice solutions. Together with Swisscard, the market leader in Switzerland for American Express, Mastercard and Visa cards, Spitch developed an IVR solution based on Artificial Intelligence (AI) and Voice Technologies. This is the first professional speech recognition solution that understands Swiss German dialects. Swisscard has recently received the Golden Headset 2018 award in the “Innovations” category for this solution.

The solution allows reducing the duration of customer service conversations and enhances the first call resolution rate. In the medium term, the solution also has the potential to handle simple customer issues such as card closures fully automatically. With this award-winning voice recognition solution, Swisscard succeeds in taking its customer service a step further.

The solution reduces waiting time and solves customer problems without delay.

The solution, based on the Swisscard-specific AI logic, answers the customer's call immediately after the first ring tone, and determines the reason for the call. The system developed by Spitch understands the spoken language and processes it semantically. The client's request is transcribed, interpreted and prioritized in real time, and the call is immediately transferred to the most qualified customer service representative available to deal with the request. The customer service representative also receives the transcript - a text version of the customer request translated into High German and containing the call reason in the form of a pop-up window displayed on the screen. Receiving the transcript in advance of the actual conversation helps Swisscard customer service representatives to conduct conversations effectively and professionally. This significantly reduces the time required to solve the customer issues. Transcripts also become a valuable input for big data analytics applications. In the medium term, the solution will also be able to automatically solve simple customer problems, for example, closing cards.

Gregorio Uglioni, Head of Transformation Operations Services at Swisscard, says: “Digital transformation represents a fundamental change in the way Swisscard works. It opens up new possibilities for process automation, customer experience improvement and enables new forms of work. The implementation of the Swisscard IVR System by Spitch has led to an exchange of know-how and made a lasting impact on Swisscard as a company. The experience gained shows us that we are well prepared for future change with strong business partners. Our customers are at the centre and benefit directly from this spirit of innovation.”

Jürg Schleier, Country Manager DACH at Spitch, commented on the project: “The Swisscard project, based on our solution, is another clear proof that the future belongs to the complex AI-based spoken language processing solutions, such as those offered by Spitch. Major companies increasingly realize that these scalable products provide substantial efficiency gains and have a significant potential for cost reduction. The understanding that customers appreciate the speed, simplicity and ease of solving the problems offered by such systems is also growing. We are very proud that Swisscard was awarded the Golden Headset Award 2018 for this outstanding solution.”

Visit the case studies page on the Spitch website to learn more about the Swisscard project and other interesting projects in Swiss and European companies where Spitch implemented solutions in voice biometrics (VB), automatic speech recognition (ASR), voice user interfaces (VUI) and natural language data analytics.

The original press release is available here (in German)