If you manage a contact center, chances are you have experience in offering self-service to customers: an IVR. Touch-tone IVR for decades was the default for customer self-service. But the effectiveness of touch-tone IVR had a limit. Enter speech-enabled customer self-service. There is some evidence that customers actually like using speech for self-service. There are no buttons to push, most systems allow "barge in", and speech systems are "smarter" and can allow for more ambiguous input. For speech-enabled self-service, hosting is ideal.
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