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China Mobile Jiangsu Branch has leveraged Nuance Communications, speech and Natural Language Understanding (NLU) technology to vastly improve the phone experience for callers in need of service or support. Together with partner Huawei, Nuance has created a more natural and intuitive customer experience for China Mobile Jiangsu Branch, replacing their phone menu trees with a conversational speech interface that saves customers time and increases call routing accuracy. Whatever their request, Jiangsu Mobile customers can simply speak naturally to receive fast and convenient assistance.
The newly-launched NLU interactive voice response (IVR) Call Steering system the first of its kind in China offers people the opportunity to get what they need quickly and easily when they contact China Mobile Jiangsu Branch over the phone. Previously, Jiangsu callers endured a series of phone menus with lengthy and sometimes confusing prompts. With...