The Sud Francilien Hospital Centre is a French public healthcare organisation, that runs some 27 sites, with over 1000 beds and 3500 employees, and covers the needs of a population of about 600,000 persons. The Center has chosen to turn to speech technologies to enhance its phone service, making it more efficient, user-friendly and available 24/7.
The project was entrusted to Natural Touch, a specialist in the research, development and deployment of telecom-based products and services, who deployed a specifically health sector-oriented solution, Dialoca Santé, voice-enabled by Acapela.
Dialoca Santé enables an easy management of the Hospital's phone switchboard system, from a single phone number ; the caller's needs are identified, the call is routed to the service or person required, information can be broadcasted, requests for technical maintenance are processed, and emergency calls can be sent to on-call personnel.
At any time, the hospital staff and the general public can access any department, service or person by simply saying the name. Acapela's speech synthesis is used to confirm the requested name and ensure the transfer. The TTS also enables information broadcasting (opening hours, administrative procedures, etc.) and programmed announcements. Dialoca Santé also manages the technical maintenance requests, ensuring follow-up and traceability. With a single phone call, the whole internal procedures system can be optimized.
All the vocal prompts required by the Dialoca Santé system are generated with Acapela TTS. "The quality of Acapela's speech synthesis now allows us to create high quality stand-alone vocal applications that are seamless for the users who appreciate the up-to-date and precise response to their calls." says Thierry Brizzi, CEO of Natural Touch.
The service, deployed in June, is being tested internally. The feedback is already very positive and the service should soon be available to the general public.
Natural Touch is a company specialised in developing and selling products and services based on telecommunication, internet and speech technologies, and it has chosen Acapela Telecom to answer its clients' calls with a smooth natural voice. With Dialoca Assistant, Dialoca Directory and Dialoca Software Suite, Natural Touch offers to take charge of and improve customer relations by identifying the caller's needs and giving each call personal attention. Waiting time and endless transfers are eliminated to provide efficient and valorizing communication.
Acapela's speech synthesis can answer the phone calls, identify the requested correspondant and transfer the call, mentioning, if necessary, the absence of the correspondant when the call is redirected to the operator, or the answerphone. The navigation becomes natural, the dialog intuitive and efficient and speech synthesis becomes the natural answer to personalized dialog needs.
"Today, Acapela Telecom allows us to set up fully automated applications with unprecedented naturalness and ergonomy." says Thierry Brizzi, president of Natural Touch.
Call processing solutions from Natural Touch offer a low cost, quality solution, fully adaptable to the client's needs, and have already convinced clients such as Darty, les Taxis Bleus, Paris Expos, and the French Ministry of the Interior.
Natural Touch is also working on mobility applications : setting up solutions to follow people and vehicles on the go.
Speech solutions allow companies to smoothly inform and guide the caller, providing real time personalised information, with natural voices and high intelligibility, for advanced and efficient phone services, available 24/7.