Automatic Counter-Inquiry on Telephone

Mainova installs Voice Dialog System from Clarity / Inputs are checked in real time / Telephone and SAP Hand in Hand

Since November, customers of the Frankfurt service provider Mainova can register and check their usage counter via telephone using a voice-computer, which was implemented by Clarity.

Mainova customers call a dedicated telephone number in order to register their usage counter of gas, water and electricity. They are greeted by a voice dialog system and are asked for their names, addresses and customer numbers. As soon as their identities have been authentified, they will be greeted by a friendly telephone voice which will guide them through the dialog and they can enter their counter position either verbally or by using the keypad. The voice dialog system understands the entries and forwards them to the SAP system of Mainova during the call itself. Using this, the plausibility of the entries can be checked in real-time. For example, if a customer mentions a counter position which is less than the last read one, the system will ask for a new entry. In case the controversy cannot be resolved, the customer will be connected to a friendly customer support executive at the CommunicationCenter of Mainova. Otherwise the customer will be thanked for his entry and disconnected from the system and his data will be saved in the SAP system.

According to Mainova, the task of the system is two-folded. “Firstly, we offer our customers an extra round the clock possibility to check and register their usage counters

---