Enhancing tech support -- without agents

Chirokas, Steve
July 2008
CED;Jul2008, Vol. 34 Issue 7, p28
Trade Publication
The article focuses on the automation of technical support with Rich Phone Applications using voice recognition. It states that more than 30% of the millions of calls received by four MSOs in the U.S. are being handled automatically, without the help from a contact center agent. It mentions that automated agents ensure the same level of support is offered to all callers. Another benefit of the automated agents is its ability to avoid hold time.


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