Archived Content

Contact Centres Have a Poor View of Speech Recognition Technology

Published On: 23rd Oct 2015 10:06

Only 11% of the contact centres we questioned in our poll are currently using Speech Recognition Technology, but the more damning statistic we have found is that seven out of that 11% found the technology to be unreliable.

However, 50% of participants did admit that the technology may have some potential in the future, with only 28% stipulating that they would never use it.

Poll – What do you think of Speech Recognition Technology in your Contact Centre? – answers

We use it, it’s great – 4%
We use it, it’s un-reliable – 7%
We are planning to use it – 11%
It may have some potential in the future – 50%
We would never use it – 28%

Source: Call Centre Helper Webinar Poll – Webinar: 30 NEW Contact Centre Tips Sample size – 111 Date: May 2015

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Contact Centres Have a Poor View of Speech Recognition Technology

Topics:

Your Next Read