Do you need to solve a problem? Týna is here to help you!

• T-Mobile has launched a pilot operation of a revolutionary automated voice responder with advanced speech recognition
• Our virtual assistant called Týna is the only automated responder of this kind in the Czech Republic
• Týna is always in a good mood, she is never tired and always does her best to meet customers' requirements

Prague, 25 September 2008 - Yes, you can have a nice chat with a voice responder. You do not believe it? Call Týna! This unique virtual assistant, which is being tested by the T-Mobile Customer Centre in a trial operation launched at the end of August, uses an advanced human speech recognition system. You just simply express your request and Týna will try to provide a solution. How is this possible?

"The automated responder of the Customer Centre processes requests by more than 50,000 people each day. It is obvious that it plays an important role in customer care," says Martina Kemrová, Senior Head of Corporate Communication and spokeswoman for T-Mobile. "The current system using touchtone selection is reaching its limits. Therefore we are launching a revolutionary automated voice responder using the human speech recognition technology. This solution has never been used in the Czech Republic so far," she adds.

Týna herself adds: "You can simply talk to me instead of using the keys on your telephone, but I am not a live person. Please, speak clearly and concisely so that I could understand." Like people, the virtual assistant has to learn everything at first, and therefore the pilot operation will run until the end of 2008. Selected Twist customers will be involved in the testing in order to evaluate the possibilities of the used technology under real conditions. The main objective of this stage is the optimization of all dialogues and extension of Týna's vocabulary, which will allow us to increase the level of recognition. A full operation for all customers could be launched in the next year.

Týna currently uses a database of approximately 20,000 thousand sentences and expressions categorized under different topics. As soon as she correctly identifies the customer's request, she provides a solution as quickly as possible. If she is not completely sure about the customer's request, she asks the customer to confirm or repeat it. If she is not able to understand even after repeated attempts, she offers a connection to a live operator. Customers also have the possibility to switch to the traditional touch-tone response system anytime by pressing any key on their phones.   

In order to recognize human speech, Týna uses the state-of-the art technology provided by the American company Nuance Communications, based on the principle of "Natural Language Understanding". At the beginning of the conversation, Týna asks an open question. Then the customer can express his request. The caller's voice is broken down into phonemes, the basic elements of speech; then it is analyzed and reconstructed in a digital form using a complex statistical model. Using different grammatical rules applied to the result, Týna is able to determine the type of the request and the area it refers to. After successfully identifying the basic topic of the conversation, Týna asks other, this time closed questions, and expects that the customer will give one of the pre-defined answers. After certain modifications, Týna should be able to resolve 80% of all requests at a significantly shorter time than the current touch-tone response system. 

The implementation of the virtual assistant will bring several significant improvements for customers. It will increase the user comfort when contacting the T-Mobile Customer Centre. Operation by voice instructions is more direct than in the case of the currently used system. In addition, communication in the form of a dialogue is more pleasant than a monologue. Týna will also allow us to increase the capacity of the automated voice responder, as it covers a much wider range of topics.

We will continue to inform you on the results of the trial operation and the date of an official launch of Týna in regular operation.  

T-Mobile Czech Republic, a member of the international telecommunications group Deutsche Telekom, has almost 6.2 million customers, the number-one operator in the Czech market. T-Mobile is an integrated operator: in addition to telecommunications services, it offers comprehensive ICT solutions not only for companies, but also for other organizations and individuals. It provides outstanding services in the high-speed network, which was proved repeatedly by benchmark testing performed by umlaut (former P3) with Best-in-Test seal.

T-Mobile Czech Republic places emphasis on taking a responsible approach to the environment and society. It adheres to fair business practices, helps beneficial applications and services to see the light of day, supports non-profit organizations, small businesses and individuals, and lends a helping hand whenever crisis situations arise. The company’s employees serve as volunteers in many places across the entire Czech Republic.

More information about the company is available at www.t-mobile.cz, www.t-press.cz (the portal for journalists) and www.t-mobile.cz/pomahame (information on the company’s CSR activities).

Contact details of the press unit: press@t-press.cz.