• Intelligent call routing based on caller's spoken word, to replace DTMF menu options, speeding customer experience and improving first touch resolution • Driving concurrent 24x7 customer self service channels, no live agents required or blended with live agents • real time tools eg timetable look up and journey booking, parcel and delivery tracking, automated password reset etc - where call volumes are high, processes are standard and automation is more efficient • Cloud based, integrated with current platforms, web services and operator