Automated Speech Recognition Comes Of Age

摘要

Most call center professionals understand the potential of automated speech recognition (ASR) to simultaneously improve customer service and lower costs...but most are also skeptical that the technology is ready for prime time. Just ask yourself: how long will it be before industry-leading companies use ASR to differentiate their customer service from that of their competitors? One year? Three years? More? And how long after that before callers will simply expect to speak to a computer when they call a company to get information or conduct a transaction? Another year? Three years?