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The Guided Speech IVR approach for call centers is a hybrid model that integrates live call center agents with all the advancements of speech in a new real-time approach for callers. This new approach creates a "safety-net", as the new role for the agent as a guide who assists the automation invisibly helps the caller using human intelligence and transcription to ensure the correct computerized service is provided. This new approach follows a new trend in software and business solution design that integrates humans into complex applications that lack human understanding and intelligence. In telephone interactions, humans are much more effective at solving problems such as meaning, intent and context. New types of dynamics are realized with technology like this: ---- Articles Phone Self-service Gets Human Assist, Avoids Big Brother•
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