Automatic voice recognition and recording in the Swiss Post Contact Center
Voice-to-text
Rich Content Section
In order to train and develop the voice and call purpose recognition system, Swiss Post needs recordings that show us exactly how you make a request (e.g. “I would like to extend the collection period for my parcel.”)
These voice recordings are not used for identification or marketing purposes, but solely for the purposes of training and developing our voice and call purpose recognition system. The voice recordings are saved (sound and text) in encrypted form without any direct reference to you (e.g. your name or customer number). If you do not consent to us using these voice recordings, you will still be able to use our telephone menu with the keypad.
For training and quality purposes, Swiss Post also makes recordings of the conversation between you and our employees. These recordings can be used to train our employees and develop their communication skills.
Voicebot test phase:
As part of a time-limited proof of concept (PoC), a voicebot is being tested in telephone contact with customers in the Contact Center. The aim of the voicebot test run is to test the practicality of the technology under real conditions – particularly with regard to clarity, user acceptance and added value for customers and Contact Center staff. Requests for consignment tracking are also being tested in the PoC. The test phase will run from July 2025 to March 2026. As with our voice and call purpose recognition system, the data will be used exclusively for the purpose of training and developing the voicebot.