Do you need to solve a problem? Tyna is here to help you!
Public 25.09.2008 in category Press News / Services, Pricing, Handsets
- T-Mobile has launched a pilot operation of a revolutionary automated voice responder with advanced speech recognition
- Our virtual assistant called Tyna is the only automated responder of this kind in the Czech Republic
- Tyna is always in a good mood, she is never tired and always does her best to meet customers' requirements
Prague, 25 September 2008 - Yes, you can have a nice chat with a voice responder. You do not believe it? Call Tyna! This unique virtual assistant, which is being tested by the T-Mobile Customer Centre in a trial operation launched at the end of August, uses an advanced human speech recognition system. You just simply express your request and Tyna will try to provide a solution. How is this possible?
"The automated responder of the Customer Centre processes requests by more than 50,000 people each day. It is obvious that it plays an important role in customer care," says Martina Kemrova, Senior Head of Corporate Communication and spokeswoman for T-Mobile. "The current system using touchtone selection is reaching its limits. Therefore we are launching a revolutionary automated voice responder using the human speech recognition technology. This solution has never been used in the Czech Republic so far," she adds.
Tyna herself adds: "You can simply talk to me instead of using the keys on your telephone, but I am not a live person. Please, speak clearly and concisely so that I could understand." Like people, the virtual assistant has to learn everything at first, and therefore the pilot operation will run until the end of 2008. Selected Twist customers will be involved in the testing in order to evaluate the possibilities of the used technology under real conditions. The main objective of this stage is the optimization of all dialogues and extension of Tyna's vocabulary, which will allow us to increase the level of recognition. A full operation for all customers could be launched in the next year.
Tyna currently uses a database of approximately 20,000 thousand sentences and expressions categorized under different topics. As soon as she correctly identifies the customer's request, she provides a solution as quickly as possible. If she is not completely sure about the customer's request, she asks the customer to confirm or repeat it. If she is not able to understand even after repeated attempts, she offers a connection to a live operator. Customers also have the possibility to switch to the traditional touch-tone response system anytime by pressing any key on their phones.
In order to recognize human speech, Tyna uses the state-of-the art technology provided by the American company Nuance Communications, based on the principle of "Natural Language Understanding". At the beginning of the conversation, Tyna asks an open question. Then the customer can express his request. The caller's voice is broken down into phonemes, the basic elements of speech; then it is analyzed and reconstructed in a digital form using a complex statistical model. Using different grammatical rules applied to the result, Tyna is able to determine the type of the request and the area it refers to. After successfully identifying the basic topic of the conversation, Tyna asks other, this time closed questions, and expects that the customer will give one of the pre-defined answers. After certain modifications, Tyna should be able to resolve 80% of all requests at a significantly shorter time than the current touch-tone response system.
The implementation of the virtual assistant will bring several significant improvements for customers. It will increase the user comfort when contacting the T-Mobile Customer Centre. Operation by voice instructions is more direct than in the case of the currently used system. In addition, communication in the form of a dialogue is more pleasant than a monologue. Tyna will also allow us to increase the capacity of the automated voice responder, as it covers a much wider range of topics.
We will continue to inform you on the results of the trial operation and the date of an official launch of Tyna in regular operation.
About the Company
T-Mobile Czech Republic has been operating in the Czech market since 1996. As of 30 September 2011, almost 5.4 million customers were using T-Mobile services.
T-Mobile operates a public mobile communications network on the GSM and UMTS standards. Since 1 January 2008, T-Mobile has been offering fixed data and voice telecommunications services. In 2009, T-Mobile extended its portfolio to include ICT services and, since November 2010, the operator also offers the T-Mobile TV satellite television service.
T-Mobile has always focused on the quality of offered services. Independent tests have repeatedly confirmed that T-Mobile is the quality leader in 2G and 3G (UMTS FDD) data services, as well as in GSM voice services.
Since its establishment, the company has placed emphasis on excellent customer service and proper conduct towards business partners, employees and the environment. T-Mobile has received, among other awards, the VIA Bona 2009 award for the involvement of its employees in philanthropic and volunteer activities.
T-Mobile is a member of the international telecommunications group Deutsche Telekom. Thanks to the group’s international presence, customers can count on the worldwide availability of their favourite services and enjoy uniform, favourable prices of calls when abroad.
For more information about the company, please visit t-press.cz or www.t-mobile.cz.
