Latvenergo Group is the largest provider of energy services in the Baltics. It has approximately 799.6 thousand household and 34.1 thousand business customers.
Currently, customers of Latvenergo can report their power consumption by phone. Latvenergo receives hundreds of auto-respond messages every day. The spoken language is not very clear, and it is not easy to convert it into database records. Latvenergo needed a better solution to automate this process.
Solution: Precision Automation Reduces Human Workload
This solution is an intelligent virtual assistant, who does not speak with customers, but understands them in the Latvian language and is able to transcribe the spoken language digitally with a higher degree of accuracy, thus reducing the amount of work that employees of Latvenergo need to do.
“Having tested Tilde speech recognition technology, we can conclude that 70% of the cases are deciphered accurately,” says Aivis Kasparāns, Latvenergo Billing and Customer Service Systems Division Manager.
With a higher degree of transcription accuracy, voice recordings transformed into text are much easier to analyze and process.
In the future, this technology will be able to provide even more advanced support to customers, who have much more complex issues to solve.