Voice recognition gets human backup - Infinity Hyundai use call centers to bolster infotainment systems

摘要

Despite voice recognition's growing popularity, two brands - Infiniti and Hyundai - have hedged their bets on infotainment systems by using call centers to backstop voice commands. This belt-and-suspenders approach, in which human operators interpret a motorist's command when software is unable to do so, suggests that certain basic drawbacks to voice recognition technology have yet to be fully solved. But for Agero Inc., which provides backup call centers for Infiniti and Hyundai, voice technology's failings are a business opportunity.