QUOCIRCA BUSINESS REPORT
Automated Speech Recognition
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Potential and Practicalities for the Enterprise
Preface: Why read this report?
Household names such as British Airways and Citibank have deployed speech
recognition successfully to deliver business critical applications. British Airways
achieved a 95% reduction in the cost of handling incoming calls to its flight
information line and a 6 month return on investment. Citibank met its 5 year targets
for call automation in just 5 months for its securities trading system.
Voice recognition clearly works and clearly delivers for these companies.
Yet many organisations have a blind spot when it comes to automated speech
recognition (ASR), which is preventing them from even considering it. There are
various reasons for this ranging from poor personal experiences with mobile phones
and dictation software, to a perception that ASR is just another form of IVR. At the
other extreme, some regard it as a futuristic technology best left in the world of
science fiction rather than brought into the pragmatic “must deliver” environment of
the mainstream corporate IT department.
This report is a business
advisory report written
by Quocirca Ltd. The
has been gained through
with vendors of and
users of ASR
technology and is
presented as an aid to
technology within the
context of business
The reality is that the form of ASR most relevant to the Enterprise, particularly the
technology used to drive highly scalable multi-user systems, is mature and effective.
It is also much more capable and flexible than IVR and can unlock significant
benefits in terms of operational efficiency and improved customer service when used
for the right purposes and deployed in the right way.
The main barrier standing between many mainstream corporates and them