A Study to Increase the Quality of Financial and Operational Performances of Call Centers using Speech Technology

Abstract

Everyone knows technology and automation are not the solutions to every business problem. But when used for the right reasons-and deployed and maintained wisely-speech based contact center applications can be good for the customers as well as business, if the money and time spent to implement and maintain contact center business. Speech based application is an experimental conversational speech system. Experience with redesigning the system based on user feedback indicates the importance of adhering to conversational conventions when designing speech interfaces, particularly in the face of speech recognition errors. Study results also suggest that speech-only interfaces should be designed from scratch rather than directly translated from their graphical counterparts. This paper examines a set of challenging issues facing speech interface designers and describes approaches to address some of these challenges. Let us highlight some of the specific constrains involved in this process of using speech technology in the main stream of business in general and of a Call Center specific and being resolved through the Industrial process. So the real challenge is “Developing a new Business Process Model for an Industry application, for a Call Center specific. And that paves the way to design and analyze the “Financial and Operational performance of call centers through the business process model using speech technology”.