Monthly Archives: August 2015

Secret Agents Doubling as Virtual Assistants

Humans continue to be more intelligent than machines Speech recognition is continually improving. Note the functionality that Google Now and Apple Siri provide from devices that are notably difficult to interact with using text.  However, has it really changed much in the contact center? Sure, a few large corporations have implemented natural language understanding or “conversational” IVR apps using traditional speech recognition. The seven-digit cost, covering the cost of the software and ongoing very expensive tuning behind these apps precludes anyone but the largest organizations from deploying these solutions. However, even for well-designed apps, the current state of ASR still limits the ability to expand … …more