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This is the second installment of Dena Skrbina's post on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. Advancements in speech recognition have made it possible to provide an automated phone service...
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Dena Skrbina our Senior Director of Solutions Marketing wrote this great commentary on how consumers, having been conditioned by the ATM experience, are expecting an increasingly high level of sophistication from phone self-service. With 2 million ATMs conveniently positioned at airports, convenience...
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Business rule transfers; you know what they are. You have a caller coming into the IVR, making a good faith attempt to self serve, then Wham... they get told "please hold while I forward your call to ..." People building speech-enabled applications hate when that happens. Well, let me re-word...
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In my last post I talked about two important rules of thumb that we use to identify transactions that would be good candidates for speech automation self service – Following the Traffic and How Long is a Typical Call . The benefits are high. Choosing the right transactions will deliver the highest...
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Okay, you’ve done the initial analysis and determined that there is an opportunity to reduce your costs AND delight your customers by providing them additional self-service capabilities. Callers like it since they can reduce their wait time for an agent; companies like it since they can service...
