Lloyds TSB has received its 70 millionth automated call representing more than 84 million financial transactions through a speech-enabled customer self-service telephone system based on an interactive voice response (IVR) solution from Nortel Networks. The system is based on Nortel Networks VPS/is (Voice Processing Series/Information Server) IVR platforms at Lloyds TSB locations throughout the UK.
It permits customers to carry out financial transactions at a time suitable to them by speaking their instructions. The instructions are converted into commands that are executed on the banks mainframe computers. Responses are provided to customers in natural speech.
These automated services give our customers the opportunity to perform various transactions such as checking account balances, transferring funds between various accounts and payment of bills, said Peter Littlewood, senior manager, IVR service development, Lloyds TSB. These transactions are carried out using either speech recognition or touch-tone and have enabled Lloyds TSB to cost-effectively extend our hours of operations, in keeping with our customers requirements.