Speech recognition misunderstood in call centres

Many contact centre managers misunderstand customer response to speech recognition applications, says a recent callcentres.net study.

Many contact centre managers misunderstand customer response to speech recognition applications, says a recent callcentres.net study.

The study found 37% of contact centre managers without a speech application believe all customers would prefer to talk to a live agent to using a speech recognition self-service application.

However, a previous callcentres.net study that surveyed end users found that when customers have the choice to use a speech system or talk to a live agent, 30% of callers prefer the speech channel over an agent, with less than half of people preferring to talk to a customer service representative.

If faced with waiting on hold prior to speaking to a customer service representative, the earlier study found 85% of customers would prefer to use a self-service speech recognition option.

Nick Buckle, CEO of Information Technologies Australia (iTa), which commissioned the study, said, "We conducted the iTa Speech Recognition Index to determine the current status of the market; specifically the use of speech recognition technology.

"The research actually indicates speech recognition is the preferred self-service channel, both over the web as well as over a live agent amongst 30% of respondents."

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