Last week we started rolling out the most sophisticated customer care voice portal in Greece (seriously!). While reviewing statistics about the calls and consumer behaviour, I entered into a discussion with the customer regarding the call flow and whether a certain step should be first in the flow or perhaps it should go further down the "call-flow". Very quickly I started feeling that neither one of us was, sort of speak "authorised" to make such a decision. After all, it is the consumer that initiated the call. They deserve the privilege to decide in what order to express themselves. Don't they ? Read more

In the beginning it was all about recognising speech. Focus was on the acoustic domain and several technologies were developed. Sometime around the end of the previous millenium, the ASR technology had eventually reached very satisfactory maturity levels, and was a robust enough to fuel the "Speech-enablement" era. Read more