"MARI" Speech Recognition Service From TrueMove H Care 1242 call center.

True Group Invests 2 Billion Baht to Upgrade Its Customer Service To Realize "True No. 1 Best in Service" Unveiling "MARI" Thailand’s First Speech Recognition Service
True Group invested more than 2 billion baht on enhancing its customer service solutions in order to reach the highest level of client satisfaction. Recently, it launched the "MARI Speech Recognition Service," which is the latest speech recognition technology available. The first phase of the MARI implementation is to do call routing and billing enquiry services. The system is already in service at TrueMove H Care 1242 call center and exclusively available for TrueMove H postpaid customers. However, the plan is to make it available for True Visions and True Online in the near future.

Mr. Carl Goodier, Group Chief Customer Service Officer at True Corporation Plc, said, “We are pleased to introduce our new call center staff called “MARI”, who will assist our TrueMove H postpaid customers, representing over 23.4 million subscribers. Currently, MARI can do Call Routing and Bill Enquiry functions, all you have to do is just tell MARI what you want and she can transfer the call to the appropriate staff instantly. We will improve her capability to do Promotional Enquiry and other functions in the next release. MARI delivers recognition accuracy even as it encourages natural, human-like conversations, which creates more satisfying interactions with our customers. Recently MARI has been used in our latest pilot project starting on last March and it overwhelmingly gained positive responses from customers, 94% for accuracy and 92% for satisfaction. In addition, customers' satisfaction with the Interactive Voice Response (IVR) system increased by 40%.”

The True customer service strategic plan has 3 levels: Level 1: Housekeeping - that is the general services such as providing information and follow-up, at this level True is the first company to receive the COPC CSP Certification. Level 2: Personalized Care, True continues to invest in creating a new Convergent CRM system, and Level 3: Wow Delights that will differentiate from our competitors and enhance more satisfaction to our clients together by providing innovations, for instance, MARI, the latest innovative service developed by True." True Group invested more than 2 billion baht on enhancing its customer service solutions in order to reach the highest level of client satisfaction. Recently, it launched the "MARI Speech Recognition Service," which is the latest speech recognition technology available. The first phase of the MARI implementation is to do call routing and billing enquiry services. The system is already in service at TrueMove H Care 1242 call center and exclusively available for TrueMove H postpaid customers. However, the plan is to make it available for True Visions and True Online in the near future.