Nuance Vocalizer—Omni-channel customer engagement success stories

Deutsche Bahn's customers embrace text‑to‑speech

Vocalizer TTS technology is as effective and flexible as voice talent for announcements.

Company profile

Deutsche Bahn AG is one of the leading mobility and logistics enterprises in the world today. The core of the enterprise, which is active in 130 countries, is the railway system in Germany. About 239,000 employees, nearly 190,000 of them in Germany, work each day to ensure mobility and logistics for customers and efficiently control and operate the appurtenant transportation networks via rail, ground transport, and sea and air freight. In the 2009 fiscal year, the sales revenue of the DB group was about EUR 29.3 billion, and the operating result, adjusted to reflect special effects (EBIT), was about EUR 1.7 billion.

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Deutsche Bahn uses Nuance Text to Speech

As an innovative, service-oriented enterprise we regularly conduct passenger surveys, because our customers’ opinions are important to us. This is particularly true when we introduce new technologies. In this case, the feedback was highly positive right from the outset. We are pleased that the voice technology by Nuance is so well received by travelers and that we were consequently able to substantially improve our customer service.

Christoph Rothfuss
Bid Planning Department, Responsible for Passenger Information
DB Regio AG, Mannheim

Challenge

  • Computer-generated speech used for connection announcements must sound close to natural human voice to be accepted by passengers
  • Inform regional train passengers of changes in a clear automated voice; especially when trains are not staffed by conductors

Solution

  • Vocalizer text-to-speech for delivery of written text in a natural-sounding voice
  • Exclusive synthesized voice modeled after Deutsche Bahn's spokesperson Ingo Ruff
  • Automated system speaks any desired text without the voice talent going back to the recording studio

Results

  • No reliance on additional recordings, saving time and money
  • TTS solution is experiencing an extremely high level of acceptance from a large majority of passengers
  • Easy and understandable information delivery to passengers about connections

Background

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