Business Standard: Nuance Communications, a $232mn company, has deployed speech solutions for telecom operators, who expect speech recognition devices to help increase call traffic and revenues, as well as reduce cost of assistance using call centers. Speech recognition is also being used for voice portals, a market which is estimated at over 8 million calls. Plans are to introduce voice access to email, and speech services in regional languages as well.
Voice portals using regional languages sounds promising, but how will different dialects be recognised. Secondly, automated assistance already tests my patience; doing away with call centers might save the operators some money, but I’m sure customers won’t be too pleased with not being able to receive quick responses to the innumerable possible queries.
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