TITLE

Hybrid Hopes

AUTHOR(S)
Rolandi, Walter
PUB. DATE
May 2007
SOURCE
CRM Magazine;May2007, Vol. 11 Issue 5, p12
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses how problems in the deployments of speech-enabled interactive voice response (IVR) systems can be improved. According to the author, the first step in considering speech-rec technologies in call centers is to understand that it is not safe to assume that the technology will approach 100%accuracy in recognizing utterances in a deployed speech-enabled applications. He mentions speech recognition failures as the cause of some of the most severe usability problems.
ACCESSION #
24965563

 

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