Etisalat Launches Innovative Voice Activated Directory Service

As part of its ongoing efforts to deliver greater customer satisfaction, Etisalat has announced on 19 January 2009, the launch of its innovative Voice Activated Directory service. Callers dialing the 181 service in the UAE will now be dealt with much quicker. The service is currently only available to landline customers, but will soon cover Etisalat's mobile network.

The Voice Activated Directory service, which is based on speech recognition technology, minimizes human intervention and deals with customers' requests in both English and Arabic, regardless of the callers' accents or dialects.

The service was developed by Emerging Technologies using the company's innovative Simply Speak! approach to voice recognition technology. The service will initially handle listings for up to five main categories: Finance, Travel, Hotels, Restaurants and Healthcare. Other categories will be added in due course.

The automated system deals with callers' requests without the need to engage Etisalat's customer service agents, who can now focus on providing support to other categories.

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