America First Credit Union has deployed SpeechWorks' SpeechAccess self-service application for customers to perform transactions over the telephone using voice-recognition technology.
Callers to the service are promopted to speak their account number or social security number and four-digit personal identification number (PIN). AFCU members can then perform several financial transactions and access services using voice commands, including account balance and history, account payments, funds transfers, change address, stop payment, report lost or stolen credit cards, and open new accounts.
The system supports natural language shortcuts, which allow the caller to speak in a more conversational tone to request a transaction, rather than answering a series of questions.
Steve Chambers, chief marketing officer at SpeechWorks. "Speech offers callers greater flexibility and faster, friendlier service than touch-tone systems."
SpeechWorks delivered the application on an InterVoice-Brite platform.