Innovative Strategies for Improving Telematics Call Centre Operations

This paper discusses efforts underway to implement innovative technical approaches to vehicle telematics and navigation enhancement services using People-Assisted Computer Systems™ (PACS™) and distributed call centers. PACS are a hybrid of server-based speech recognition system and human agents, and utilize call centers with work-at-home agents. The authors note that, with the steady increase of embedded OEM (original equipment manufacturer) navigation systems, the unprecedented boom of the portable navigation device (PND) market, and the imminent explosion of the GPS phone segment, consumers are more and more exposed to navigation systems. Consumers’ interaction with their devices is still complicated by virtue of the devices’ form factor and the environments in which they are used. Although many companies are utilizing operator assisted services to facilitate data entry, the telematics industry has not yet managed to overcome the significant voice service operational costs despite several attempts using embedded voice recognition systems. The PACS process handles data and voice communication in a unified manner. Conversation begins with the driver’s request in true, open natural language, and ends with the downloading of the desired data. The request is initially interpreted by the server-based speech recognition engine. Should it fail, or be unable to serve the driver’s request, a human agent takes over the transaction. The authors explore a number of ways that these costs may be reduced whilst still improving the quality and the customer value proposition of the service. For example, distributed call centers, and especially work-at-home agents, promise to lower facility costs, solve the problems of scheduling and turnover that currently challenge telematics call centers, while significantly improving service with local knowledge. Advances in broadband access and voice over Internet protocol (VoIP) telephony have provided an alternative solution with the potential to improve service while reducing operating costs.

Language

  • English

Media Info

  • Media Type: CD-ROM
  • Features: Figures; Maps; References;
  • Pagination: 9p
  • Monograph Title: ITS Connections: Saving Time. Saving Lives

Subject/Index Terms

Filing Info

  • Accession Number: 01142586
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Oct 24 2009 7:08AM