News08 July 2021Thomas Simoneit

1-2-3.tv relies on Conversational IVR

Whether early in the morning or late at night: 1-2-3.tv is Germany's largest TV auction channel and has run interactive home shopping since 2004, with over two million registered customers determining the price of products themselves through live bidding, day and night.

Now that customers are used to Alexa, Google Assistant, and Siri, expectations for automated dialogue in customer service have risen. 1-2-3.tv keeps pace with this trend and now spares its customers the hassle of typing in digits. When logging in by phone, customers can simply speak naturally and then navigate with ease. The system recognizes spoken digits, numbers, and dates of birth just as reliably as color variants, sizes, and desired quantities of products.

Live bids on the items currently featured on TV

During the fast-paced bidding process, where split seconds can decide whether you get the item or not, a simple "bid now" is all it takes to place a bid. If a caller hesitates and the auction ends before she has placed a bid, she is informed of the auction's end immediately.

Quantities and variants are recognized too

1-2-3.tv often offers products available in different colors or sizes. Callers can state their preferred variant in the dialogue and get instant feedback on whether that exact variant is still available. The same applies when callers want to order more than one unit of an item. They get instant feedback on whether the desired quantity is still available.

Return processing via VoiceBot planned

1-2-3.tv plans to extend speech recognition beyond login and bidding, and to have further dialogues (e.g. returns) handled by a VoiceBot with speech recognition in the future.

A comprehensive auction platform

CreaLog's auction platform has been a major factor in the success of 1-2-3.tv. It also serves as the home shopping channel's central planning, control, and database platform. The flexible system accepts bids across all multi-channel shopping channels (TV, web, voice & app) and controls the course of the auctions.

Years of collaboration pay off

Managing partner and CreaLog founder Michael Kloos on the ambitious project: "The whole CreaLog team is rightly proud that we've been able to support 1-2-3.tv with state-of-the-art technology ever since the channel launched in 2004. This long-standing, trust-based partnership is also what allowed us to support the evolution of the order hotline - and with it, customer service in general - with our state-of-the-art Conversational IVR."

Click https://unternehmen.1-2-3.tv/ for more information on 1-2-3.tv or read more CreaLog blog posts .