Government Ministry enhance satisfaction,
efficiency, & Reducing Costs.
18, 2002 -- New Zealand's
largest government department, the Ministry of Social Development (MSD), has
implemented a voice recognition solution aimed at enhancing customer
satisfaction and reducing ongoing costs.
The Speech voice Solution assist in handling an estimated 700,000 annual
over-the-phone transactions. The solution removes the need to use the
telephone keypad or wait for an available operator. It uses voice
recognition technology to allow MSD callers to complete a variety of
self-service transactions by speaking directly to the department's computer
The voice recognition technology is enabling our department to cope with
substantially more calls into the call center without the need to increase
staff, In addition, the existing staff can focus on more complex calls as
many of the repetitive inquiries are now being handled by the new system.
This supports our key objective of spending more time helping people and
less time completing routine transactions.
The new system supports a number of routine transactions including benefit
inquiries, debt inquiries and income declaration calls. Clients call 800
number, say their Social Welfare number and confidential PIN and are able to
request different types of information by saying what they want quickly and
easily in a way that makes sense to them.