British Airways selects TuVox for voice automated customer self-service

British Airways has deployed TuVox Conversational Speech application for improving customer self service. (2/15/2007)TuVox, a provider of on demand speech applications, provides British Airways customers with a quick and efficient way to retrieve flight information such as departure time, terminal location, meal information and baggage allowance, through a natural language voice application. “We selected TuVox because of their enthusiasm and flexible approach in tackling what was a complex airline project with challenging business targets,” said Pete Smith, Voice & Video Applications Manager, British Airways. “TuVox’s solution has enhanced our ability to provide customers with 24 x 7 easy access to a range of information about their booking.” According to a release, the TuVox speech application achieves strong end-to-end automation rates for callers requesting flight status information based on their flight confirmation number. Larry Miller, president and chief executive officer, TuVox said, “British Airways are demonstrating how voice self-service can effectively complement the service provided by its contact centres by offering customers easier access to information about their travel arrangements at their time of choosing.”

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