Speech technology finds a voice in business - at last

Posted by MyCustomer in Customer intelligence, Customer experience, Marketing, Technology on Mon, 09/05/2005 - 09:59

FT.com site; May 03 2005
By Andrew Baxter

Speech recognition software is one of the many technologies to have suffered from being oversold in its early years, leading to disappointment and frustration for businesses and users. Its "coming of age" has been heralded regularly - and prematurely - but now it has truly arrived in enterprises around the world.

Banks and other financial services companies, airlines and travel groups are among enterprises waking up to speech recognition as a way to cut costs in their contact centres while improving service and reducing failed transactions.

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