Art and Business of Speech Recognition: Creating the Noble Voice, The

Speech Recognition Versus Touchtone Functionality

Speech recognition helps companies overcome the limitations of touchtone systems, which are often difficult to use for anything other than the most rudimentary applications. Nearly all of us have had at least one experience of being trapped in touchtone menu hell—unable to accomplish tasks or escape, except by hanging up. The frustration caused by these experiences often leads to customer disenchantment and ill will. As a result, many companies have found themselves needing to support unsuccessful touchtone systems by hiring additional—and costly—call center representatives, negating one of the motivations for purchasing a touchtone system in the first place.

Unlike impersonal touchtone systems, ...