Walmart.com has chosen NetByTel to provide Walmart.com customers with self-service, voice-activated order status information. Customers contacting Walmart.com to check order status will interact with a virtual-agent, hosted application which listens to and understands callers’ instructions and talks customers through receiving real-time status on their orders using voice responses that mimic live caller interaction.
Wal-Mart says it expects the system to reduce customers’ time on hold and to free up agents to answer more complex inquiries. NetByTel says customer acceptance of virtual agents exceeds that of touch-tone interaction.
NetByTel has more than 20 retail customers including, Office Depot, Boston Proper, Mark, Fore & Strike, Charles Keath and MicroWarehouse. NetByTel's Voice Commerce Modules use speech technology from SpeechWorks International, a provider of speech recognition and text-to-speech technologies and services, and telephony hardware from Intel
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