3 ms·
Not to state that the exception proves the rule, but my company actually makes use of two racks of IVR servers on a daily basis and we love them. Speeds up the
by iamdave 16y ago
Not to state that the exception proves the rule, but my company actually makes use of two racks of IVR servers on a daily basis and we love them. Speeds up the inbound call process ten fold from 2009.
- CWuestefeld 16y agoI despise these things, and I don't know of anyone who disagrees. If you're seeing an improvement, then I guess most of the world treats them differently than I do. As soon as I hear "If you want X, please say...", I start pounding the zero button. The thing is, relying on buttons is not only faster in itself, but also doesn't force me through so many "you said 'X'; is that correct?" questions. If it were something straightforward I would already have helped myself on your website. The fact that I'm on the phone means that it's an open-ended question requiring a real human on the other end (or that your website is useless).
- jerf 16y agoWhat fails is general-purpose voice recognition. Constrained voice recognition, like "recognize these 10 digits and four options" works fine, though it still needs more metaphorical hand holding than a human would. ("OK, please say a number." "Two." "... ... ... I think you said two? If so, please say yes." "Yes." "... ... ... OK, I guess you're done talking. Now let's move to the next option." Humans don't need the "... ... ...".)