Industry experts Miss criticism of lack of transparency of rates of Berlin/Bonn service intelligence, March 25, 2009 in Berlin, Cologne/Bonn and the Rhine-Main region the citizens telephone 115 has been launched, which was introduced three years ago at the IT Summit of the Government of German Chancellor Angela Merkel as a measure to improve the administrative services. A total of 10 million people will now enjoy of the new number. Nationwide telephone service should be expected to 2014 available. More than half of the telephone concerns center agents are to be answered by call directly: via their computers, they can draw on a database with the 150 frequently asked questions. If the staff however have no answers, the requests are forwarded the customer will be given within 24 hours of a recall, a fax or an E-Mail.
In the pilot phase, you can call the 115 but only from Monday to Friday during the period from 8 till 18: 00 minute price of allegedly seven cents. Then the service should according to the Federal CIO Hans Bernhard Beus are offered at any time, day or night. You’ll forgo an Automation. Citizens do not like to talk to a computer language. It’s a matter of trust.
Industry experts expect that the public sector not do without on a combination of personal consulting and automation. Like in any other call centre, also the agents of the citizens telephone make note that there is frequently recurring questions very well before qualifying with a natural language dialog system and automate. So the agents could be relieved by default requests and had time for more complex queries, for which they must then forward the caller\”, explains Lupo Pape, Managing Director of SemanticEdge in Berlin. In addition, the State coffers are empty the citizens telephone could quickly become a cost problem grow out. With the development of technology and design at the speech dialog systems in recent years, the argument has human-human better service is ‘ perspective.