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View Diary: The Joys of Speech Recognition Tech (39 comments)

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  •  I used to develop these systems (3+ / 0-)
    Recommended by:
    johnnygunn, chantedor, kurt

    Designed over 50 of them, mostly for small companies.  None tried to keep customers away from Customer Service Representatives (CSRs).  Yes the systems were generally cost justified by expected cost savings, but invariably my customers recognized their call center is a customer service and did their best to improve customers' experience.  Interestingly, most voice response systems never achieve the hoped for savings as customers call much more frequently when they learn they can get their info privately.  

    One of my customers found that they had a caller who was calling over 20 times a day -- this system loaded customer info in the morning and it never changed throughout the day.

    I got lots of negative reactions when I told people what I did.  My wife called me one day and ranted about her terrible experience with a voice response system.  I listened patiently then got in, "but dear I don't have anything to do with that system!"  

    "I don't care! It's your technology!"

    Most companies see these systems as an add on service, required these days.  A report I heard one time when my system was down illustrates my point.  A CSR reported a caller who was surprised to find their call answered by a human.  

    CSR:  "I'm sorry but our automated system is down, but I will be happy to answer any question."
    Caller:  "That's all right.  I'll call back later."

    Even Democrats can be asses. Look at Rahm Emanuel.

    by Helpless on Sat Nov 23, 2013 at 07:34:42 AM PST

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