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

Why are Companies Using It?

Some companies use speech technology because their customers have been less than satisfied with previous touchtone systems and because speech-recognition systems can solve problems that were previously impossible to solve with touchtone technology. Speech technology also works well, can pay for itself very quickly, and helps to build stronger customer relationships. For example, in the first 30 months after United Airlines deployed their speech-recognition flight information system, the system had handled over 50 million calls, and United Airlines had saved over $24 million. The system paid for itself within the first few months of deployment and has been lauded as one of the best uses of speech-recognition design. ...