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From a customer point of view, is speech recognition an acceptable substitute for IVR? Can customer happiness with it actually be measured?

April 26, 2017acceptable actually customer happiness ivr measured point speech recognition view

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From a customer point of view, is speech recognition an acceptable substitute for IVR? Can customer happiness with it actually be measured?

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Customer satisfaction can be measured simply with, for example, a series of three short questions at the end of a call that relate back to the experience the caller has just had. This is also timely as the person’s query has just been dealt with and therefore the experience is still ‘fresh’.