Back to News
Utility adoption of IVR, speech recognition reaches all-time high
ATLANTA – October 6, 2008 – While containing calls within the interactive voice response (IVR) system continues to challenge utilities, growth remains high in adopting automated systems and investing in speech recognition software. Chartwell finds 75% of utilities use an IVR system and 34% of these organizations have deployed speech recognition software, according to The Chartwell Report on IVR Applications and Speech Technologies 2008.
The latest report in Chartwell’s Customer Care Research Series also finds just 25.7% of calls are contained in the IVR; this percentage represents little change from the past few years. Still, the stagnant containment rate has not deterred utilities from investing in phone-based self-service offerings. Both the IVR and speech recognition adoption rates are the highest Chartwell has seen.
“Considering 61% of utilities experienced an increase in inbound call volumes, organizations should continue to explore these channels to maximize self-service opportunities,” says Doris Yon, Chartwell’s Customer Care Research Analyst. “Reducing call center costs is one of the main drivers behind utilities’ adoption of these technologies.”
Additional topics covered in The Chartwell Report on IVR Applications and Speech Technologies 2008 include:
- adoption by utility type;
- self-service functions performed within the IVR;
- IVR’s impact on customer satisfaction;
- benefits of speech recognition software;
- and more.
The Chartwell Report on IVR Applications and Speech Technologies 2008 is available to Chartwell Premier and Customer Care Series members as part of their membership; non-members may purchase the report for $495. For information regarding the Customer Care Research Series or Chartwell's Premier membership, contact Kristy Dickens at (404) 237-9099 Ext. 25 or (800) 432-5879; or visit www.chartwellinc.com or Chartwell’s EnergyLibrary at www.energylibrary.com.
ABOUT CHARTWELL INC.
Chartwell Inc. is a specialized information provider that facilitates knowledge exchange among utility professionals responsible for management practices and technology solutions. Chartwell publishes best practices case studies, quantitative research and electronic newsletters, and hosts conferences and other networking events.
Press Contact:
Doris Yon
(404) 237-9099 Ext. 29
dyon@chartwellinc.com
