Speech Rec: The New Leader of Automated Voice?

摘要

Speech recognition applications are not such revolutionizing IVR, defined for this article as enabling dual-tone multiplex frequency (DTMF) or TouchTone~(TM) interactions, but instead appears to be supplanting it as the key means of automated voice interaction. That victory, which may be in sight, sets the stage for integrating voice with web, e-mail, and SMS to provide a unified user-friendly automated solution that will reduce agent engagement time and, for an increasing number but far from all interactions, eliminate agent involvement. The value proposition of speech rec is that offers superior usability compared with DTMF for much lower cost than live agents: typically 50 cents compared with $5-$9 per transaction.