Automatic voice recognition and recording in the Swiss Post Contact Center
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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.
Swiss Post also makes recordings of calls between you and our members of staff for training and quality assurance purposes, which can be used to improve the call skills of our staff.
Frequently asked questions
The Swiss Post early Label
Automatic voice recognition and recording in the Swiss Post Contact Center is an early service. The early Label stands for innovations which Swiss Post tests and develops together with its customers. New products or services are identified by the label if they are launched on the market at an early stage, with the goal of obtaining feedback and input for further development.
For more information, go to www.swisspost.ch/early.