LogVox

An the end of each month utility companies face an enormous flow of inbound calls from their customers, willing to submit readings of their public utilities flow meters. It is required to process 100% of calls, which operators of outside call-centers often fail to cope with. Besides, this scheme is unjustifiably costly and requires optimization.

Recently, workload of operators has been slightly reduced due to online entry of utility flow meter readings; however this online service is unable to completely replace submission of readings by phone due to complexity of work with web-interface for middle and old age people as well as low internet penetration in the regions.

As a result, S2S Next developed a voice system for collection of utility meter readings LogVox, based on technologies of speech synthesis and recognition and combining habitualness of phone interface and convenience of online submission of readings.

LogVox ensures automation and respectively optimization of the process of monthly collection of public utilities meters readings. The system replaces a call-center operator and automatically processes calls of the population; in natural voice interactive dialog mode it collects utility meter readings and enters them into databases of utility companies.

Advantages of the system:

• Automated processing of 100% of inbound calls, which removes the need in outside call centers;
• Simplicity and naturalness of use of the system for callers due to habitual voice dialog interface;
• 24/7 call processing mode;
• Reduction of losses for utility companies, associated with missed calls and unissued bills;
• Short payback period of the system.