I absolutely hate those telephone menu systems that take you through three menus, then hang up. And while voice recognition is not mature technology, it holds the best promise of allowing customers more immediate access to information or services. And we may be closer than we think: the technology is sufficiently mature to allow for the development of some best practices for voice recognition interfaces. The main lesson from these best practices, documented in this article, is that "the goal here is not to fool the caller into thinking that the application is actually a human being. In fact, that would cause many more problems that it solves. The purpose is to use language that is more naturally contusive to a verbal conversation."
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