German Bank Wins Voice Recognition Prize
Postbank, Germany's largest retail bank, was among winners of the third annual Most Innovative Solution Award from Speech Technology Magazine. The bank redid its interactive voice banking system to reflect a move towards multi-channel product offerings.
The new system handles bank customers 24 hours a day through a self-service voice portal that handles money transfers, and gives automated account balances and information on banking products. The four persona voice response system quickly takes users to the topic of their interest. The system, which handles 120,000 customers per day, has reduced the work load for the bank's call center agents.
Copyright © 2005 Bankers' Hotline. Originally appeared in Bankers' Hotline, Vol. 15, No. 8, 8/05
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