EDF Energy now uses automatic voice recognition systems to handle over a fifth of its 12 million annual telephone enquiries, greatly increasing its call centre efficiency.

The electricity generator uses the voice systems to handle queries such as account balance enquiries, payments and meter readings, freeing its operatives up to deal with more complicated calls.

Mike Belton, head of management information at EDF Energy, says the Fluency voice recognition system has become a big asset to the functioning of the call centres.

'Our business is growing but it doesn’t necessarily make economic sense to keep expanding the call centre, so we need to be able to work smarter with the resources we have already,' he said.

'Our customers are increasingly more comfortable using self service facilities which are conveniently available 24 hours a day and if this is their channel of choice we want to make sure we give them the best possible experience.'

Eventually EDF Energy wants the system to answer as many queries as possible, handling nearly 50% of incoming calls.

'We are confident that our world-class solution will allow EDF Energy to reduce call queues and keep customers satisfied, which ultimately will increase profitability,' Belton said.

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