Speech Recognition Case Study - Activision
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"With TuVox, more than 60% of our calls never have to go to an agent."
- Jim Summers
VP Customer Support, Activision, Inc.
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The Company
Video game maker Activision is a firm believer that action speaks louder than words. The video game publisher is best known for action titles such as Guitar Hero, Tony Hawk's Underground, Doom, and Call of Duty.
Business Challenge
Activision was looking for a voice self-service system that would solve customer technical issues while providing a superior caller experience. More than 60% of all calls are from customers with simple-to-answer problems. |
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TuVox Solution
Since these low-level calls tie up highly trained technical support professionals, Activision looked to TuVox to provide a sophisticated call routing and technical support troubleshooting system. A natural language speech application walks customers through diagnostic trees, quickly identifies problems, and provides answers through a conversational interface. Today more than 92% of customer issues are resolved through Web, email, and TuVox-powered voice self-service.
The TuVox speech application blends state of the art speech automation with Activison's live agents. When calls are transferred from the TuVox speech application, the agent knows who the caller is, why they are calling, and what was said to the automated system. Calls can be seamlessly transferred back into the TuVox speech application without losing any customer data.
Key Benefits for Activision
TuVox Enterprise Software for Speech:
- Automates over 60% of calls
- Reduces caller hold times and relieves caller frustration
- Provides 24-hour support, every day of the year
- Delivers a better customer experience
- Improves agent productivity and lowers costs
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