Trends
Live-agent and Internet-based voice portals are converging, and the range of information they can provide is expanding.
Live-agent portals are introducing greater automation through speech recognition and text-to-speech technology, in many cases providing fully automated service, while automated Internet-based portals are adding operator fallback in premium services. The live-agent portals, which used to rely entirely on pre-structured databases holding specific types of information are expanding into more free-form Internet access, while the Internet-based portals are adding pre-structured content to improve automation of the more common types of request.
Speech technology is starting to introduce Artificial Intelligence concepts that make it practical to recognise a much broader range of utterances, learning from experience. This promises to make it practical to greatly improve speaker recognition rates and expand the range of information that can be provided by a voice portal.
Read more about this topic: Voice Portal
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