Verizon calls on Darby for assistance

Verizon has launched a new automated directory assistance service that will result in a significant percentage of calls never being handled by a live operator. The service, which uses VoltDelta’s platform and database services, Tellme Networks’ speech technology and application services and Excel’s switching, uses the pre-recorded voice of voice-actress Darby Bailey.

However, the real technology is in sorting out calls. When customers call directory assistance, he or she is asked for the location and name of the person or business. If the request is for a frequently requested business and government-listing, VoltDelta’s platform hands the call off to one of two Tellme data centers that match the request with a known listing.

"When the number needs to be announced and the call completed, we hand it back to those systems that provide the announcement," said Rich Oldach, vice president of product management with VoltDelta.

When a caller requests a number that can’t be matched, he or she is handed over to a live operator who has already heard the recorded request and may only need to ask a clarification question or two.

"We take [callers] through some levels of disambiguation in a painless way," said Craig Nicol, solution director at Tellme. "The goal is to use the automation systems to augment the operators."

One of the keys to the automated portion of the service is voice recognition technology from Nuance, which has been tweaked by Tellme. The service also couples that speech recognition with a database that has been modified for machine-to-machine communications, said Joel Horton, executive director of Verizon’s directory group.

The goal of course is not only to reduce the cost of live operators but provide faster service to customers. It also comes at a time when consumers are using directory assistance services in different ways, Horton said.

"The overall studies we see is that 411 use is going up, but it’s being dispersed across more devices," he said "The land line devices are becoming less prevalent."

So far Verizon has rolled out service to almost all of its service territory and will have it available nationally soon. However, the service currently is only available to wireline users. The company is looking at offering it to wireless users as well as selling it as part of a wholesale service.