This story appears in the
December 2001 issue of
Entrepreneur.
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Do you use the voice dial feature on your cell phone? If you do,
you're in the minority. Jupiter Media Metrix reports that less
than 40 percent of wireless phone users express a preference for
using automated speech recognition (ASR) systems over touch-tone.
The Jupiter report, "Managing the Migration to Speech
Systems," advises caution when replacing touch-tone systems
with ASR and sees voice access to Web pages as much as two years
out.
The level of acceptance differs by consumer segments and will
change over time. For example, 18- to 34-year-olds are more likely
to have used voice dialing or ASR services than adults 55 and
older. But oldsters are more likely to favor speech services than
other demographics once they've experienced the
convenience.
As growing exposure to ASR increases consumer acceptance,
customer service systems will be among the first and best uses of
speech technology.
But first look at your customers' demographics, implement
ASR systems slowly and even outsource them initially, says Seamus
McAteer, research fellow and report author. And don't scrap
those touch-tone systems when you do.
Mike Hogan
is Entrepreneur's technology editor.