Say Hello To Speech Recognition

摘要

In 1994, Charles Schwab & Co. was faced with skyrocketing call volumes within their call centers — and they were expecting the number of calls going into their call centers to double within 18 months. The cost of customer care was escalating but there were few low-cost options available as an alternative to customer service agents. Touch-tone-driven interactive voice response (IVR) systems were used by some customers, but hadn't found broad-enough acceptance because of the difficult interface. The Internet, still relatively new, wasn't widely available.