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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...