Your Planet Sustainable?Your Tribe Harmonious?Your Life Vibrant?
Future Proof Ideas since 2005, by Erwin van Lun

Trend observations, analysis and future predictions since 2005

Nestlé reduces costs through speech recognition

Nespresso brought the costs for its contact center down with 16% with the help of Nortel's automatic speech recognition. Without intermediation of an agent customers can place their order for the small coffee cups. Mother company Nestle processes over 300,000 orders per year. The 180 agents in the contact center in Lausanne receive requests in German, French and Italian. The implemented speech recognition also understands and uses the English language. The system reduces the average waiting period and is active during peak hours.

Future vision by Erwin van Lun

Cost reduction is often a reason to implement speech recognition. However, they form the basis for the automated dialogue. The dialogue in which the consumer’s emotions will soon be stimulated. Costs is nowadays a good start to begin with.