SPEECH VS. TOUCH TONE
When a caller feels confident in the response the application is looking for, they are more likely to enjoy their experience. Speech offers the following features over touch tone:
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§Easier navigation through commands
§Ease of use
–No spelling with touchtone keys
–Recognition of more complex terms, such as addresses
Higher customer satisfaction
Significantly higher automation
Speech vs. DTMF
by Syntellect
Callers prefer speech-enabled systems
For many applications, the size and depth of touchtone menus were confusing, inflexible and made completing certain transactions long and laborious. Other applications, even with very short, flat menus, were difficult to maneuver because users were required to input alphanumeric representations such as stock symbols, airport codes or long part numbers. This lack of user friendliness defeated the purpose of automation and capped self-service adoption rates. Callers became frustrated and dissatisfied. Many simply "zeroed out" and waited for an agent or worse, abandoned the call. The touchtone interface created a longer, more costly call, agents' workloads were not reduced, and they were still forced to take routine callse. Speech recognition eliminates this problem. Early deployments in the business, finance, and insurance vertical markets clearly suggest that Advanced Speech Recognition (ASR) is not simply replacing agents. It is replacing entire DTMF self-service platforms..."
Example: Amtrak
According to SpeechWorks, in 2001 Amtrak transitioned their touch-tone train status application to speech, and saw remarkable results in increased automation.
Before
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After
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As a result of the deployment, Amtrak automated 850,000 additional calls, for a savings of $1.36 million in the first year alone.
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