#contactcenterworld, @hsbc_uk

London, UK, Oct, 2020 -- HSBC UK has begun the introduction of a new voice-driven menu to assist its telephone banking customers, enabling callers to state their intent verbally and be directed to the correct team automatically, saving time for both customers and customer service colleagues, the bank announced.

The new service uses smart technology to recognise the reason for the call and navigates customers to the correct team for help, replacing the touch-tone menu and reducing the need for internal transfers. With the launch of the new IVR (Interactive Voice Response) system, customers will get the correct help, more quickly.

Kerri-Anne Mills, Head of Contact Centre and Customer Service at HSBC UK, said: "The introduction of the new voice-driven menu, means our customers can now tell us what they’re calling to do, as opposed to using a touch tone "Press 1 for this, press 2 for that" system, making it quicker and easier to access their bank account and any additional support at a time when they may need us most."

While HSBC UK’s previous system only recognised around 16 different specific customer queries, the new platform uses advanced speech recognition that understands natural language and the nuances of how customer queries are phrased, as well as different accents.

As well as the speech-enabling service, a brand new self-serve option will be introduced later this year, meaning that customers can report their Debit or Credit card as lost, stolen or damaged via the IVR, without waiting to be transferred to an agent, saving the customer valuable time.

As the new service is rolled out, customers will notice a new voice when they call HSBC UK. Jessica Temple, who replaces Maggie Mash after more than 23 years, will greet customers with the new phrase: "In a few words, tell me the reason for your call".

Kerri-Anne continued: "Maggie has gone beyond being a household name, she has become a household voice, answering over a billion customer calls across the last 23 years, so finding her replacement wasn’t an easy task. Jessica, alongside the introduction of voice-driven technology, will improve the experience for our customers and help us support those with the greatest needs quickly."

#contactcenterworld, @hsbc_uk

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.about.hsbc.co.uk