Intellisystems To Integrate ALTech's Speech Recognition Technology Into Customer Support Solution

A new initiative will guarantee callers 24-hour remote access to customer service over the telephone through an intuitive speech interface. Intellisystems, a wholly owned subsidiary of TeleTech Holdings, Inc. intends to integrate Applied Language Technologies' (ALTech) conversational speech recognition technology into its self-service, customer support solution. This will enable callers to diagnose and troubleshoot technical issues without speaking to an agent.

The IntelliSystem currently guides callers through a symptomatic question and answer session, allowing callers to respond using a touch tone keypad. SpeechWorks' speech recognition capabilities will allow new input options and once integrated with IntelliSystem, will simulate a natural language dialogue with callers. Callers will be able to state the name of the product they are calling about or make statements about the purpose of their calls to more easily find the answers they seek.

"Our customers look to us to integrate new technologies that improve their customer care services. The addition of speech recognition capabilities will enable our customers to offer new, automated applications," stated Greg Jacobsen, TeleTech's Chief Technology Officer. "Intellisystems' relationship with ALTech will allow us to bring best-in-class speech recognition solutions to market quickly and extend the application of speech recognition across numerous vertical markets."

Intellisystems plans to offer speech recognition as part of TeleTech's integrated call center solution to TeleTech and Intellisystems customers by the fourth quarter of 1998. TeleTech, a provider of customer care management solutions worldwide, will be able to deliver ALTech's advanced speech technology directly to call center clients through its customer service platforms.

"We are delighted to be working with such an innovative company, with extensive experience and success in the call center and customer support industry," stated Stuart Patterson, ALTech CEO. "Our own experience has indicated that there is a growing market for outsourcing high-end, speech-enabled call center services, and we are glad to have joined with a partner who can help build this new delivery channel for speech solutions."