Case Study: Selectron Technologies improves citizen access with LumenVox speech recognition

Streamlining the Customer Experience and Reducing Costs for Government Agencies

Selectron Technologies, a company that provides a platform for government agencies and utility companies, sought to improve citizen access to services through a 24/7 call center. Their challenge was to build a smarter Interactive Voice Response (IVR) system with automatic speech recognition (ASR) that could accurately understand a diverse range of accents and dialects. To accomplish this, they turned to the vendor LumenVox for its ASR and text-to-speech (TTS) services.

The solution implemented used LumenVox's AI-powered ASR engine, which was integrated into Selectron's composable CX platform. This provided an industry-leading accuracy rate of 92%, significantly outperforming major competitors. The results included better access for citizens, the ability for people to self-serve over the phone, and reduced handle times for call center agents, allowing them to focus on more complex needs.

Selectron Technologies

Mike Hannegan

VP of Technical Services