Speech recognition gets increased public confidence

 

Callcentres.net has released a study in Australia with some quite welcome revelations..
The high points --

Overall, customers were significantly more satisfied with their speech recognition experience in 2007 than they were in 2005.

The research also shows that speech recognition is the preferred self-service interface; 66 percent of survey respondents preferred speech across the internet, & 59 percent preferred speech recognition over touch-tone (DTMF-driven) IVRs, when using the telephone.

 Dr. Catriona Wallace, a director of callcentres.net said: "Confidence has emerged as a key factor influencing satisfaction with speech recognition. The research showed that frequent users of speech technology have a statistically significantly higher level of satisfaction with the experience than new or inexperienced users.

"It's also interesting to note that while men are more willing to try speech recognition, it's women who are more likely to become real advocates of the experience once they've used it," Dr. Wallace explained.