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<p>The introduction of HMRC's Intelligent Telephony Automation (ITA) system has enabled
HMRC to significantly reduce call handling and call waiting times and increase satisfaction.</p><p>
</p><p>The speech recognition technology system reacts to what the caller says instead
of selecting an option by pushing a button on their phone. ITA allows customers to
say what they want to discuss when they telephone HMRC. For the majority of customers,
this means their queries are answered by tailored informational messages, without
the need to speak to an adviser. If a customer still wants to speak to someone, ITA
ensures the adviser is already aware of the customer's reason for calling, offering
a more effective customer service.</p><p> </p><p>This enables HMRC to offer a more
efficient and tailored customer service and where necessary, give the customer extra
support.</p><p> </p>
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