2 Responses

  1. Kirsi O'Connor
    Kirsi O'Connor November 10, 2010 at 9:42 am |

    I think that speech technology and live agents compliment each other if used wisely. Unfortunately it seems that many companies, like your student loan lender, haven’t done their homework in terms of defining who their callers are, why do they call and what do they think about the current IVR. So if the student loan lender e.g. directed each caller to an IVR for a short survey after the interaction with an agent, it would probably learn that customers don’t find their IVR structure and greeting useful.

  2. Kat
    Kat November 11, 2010 at 11:20 am |

    Kirsi, thanks for your comment-I think you are exactly right. Ever since I started writing about speech technology I’ve noticed which IVRs have done their homework and which haven’t. It’s funny because when an IVR really works, I think a caller hardly notices that she’s even using it.

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