A SURVEY released by Scansoft shows speech recognition is the preferred method of self-service for customers, compared with traditional touch-tone IVR (interactive voice response) or the internet.
The survey questioned 400 Australian callers who had recently interacted with a speech recognition application and was carried out by research firm ACA.
Peter Chidiac, regional director Asia-Pacific Speechworks division Scansoft, says the survey confirms that speech applications bring definite business benefits.
“Customer service is paramount to many companies and speech shines out, as people prefer it to touch-tone,” he says.
He says the research shows end-user satisfaction is driven by ease of use and clear, pleasant voice prompts.
“Any company wanting to improve customer service and manage its costs should take notice of these results. The ANZ market is maturing now and it’s a great time to be involved in speech.”
Scansoft sells speech applications through its platform partners — such as Nortel and Avaya — and their distributors and systems integrators.