Published on July 3rd, 20090
Technology dramatically reduces support calls for Ubisoft
Two-thirds of calls to the service desk of video game manufacturer Ubisoft are being satisfactorily answered by automated voice technology.
The automated system links into Ubisoft’s existing knowledge base and changes the way it relays answers back to the caller depending on the language and level of knowledge demonstrated. The knowledge depository, phone and email automation systems are all supplied by RightNow Technolgies.
Jacqui Lennon, head of consumer advice and technical support services at Ubisoft, told ServiceDesk360 that an impressive trial allayed any fears the business had about offering voice automation as a permanent service. “The trial took place over Christmas which is our busiest periods, and we hoped it would deal with around 30 per cent of calls, the trial actually returned a result of 63 per cent. Our primary goal is ensuring customers get the right answer, and our follow-up surveys show that the automated system is delivering”. Customers not quickly finding the results are given the option to speak to a live agent.
The voice system also suits the habits of gamers, most of who play out of office hours. “The demographic of gamers is also changing, and for some people the web and the language employed can be daunting, so the ability of the system to adapt depending on the tone and key words used by callers is important”, concluded Lennon.
To learn more about the voice automation technology used, look here.