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Aussies prefer robots to call centres
 | by Erwin van Lun on 17 years, 2 months ago in Human's perception of Agent, Emotion, Business, Market research, Business News |
Summary: Australians would rather deal with a decent speech recognition system than an offshore call centre agent, typically based in India or Asia.
Speech recognition technology has matured to a stage where it can be used to increase the efficiency of a call centre and provide a better customer experience, according to research from Callcentres.net.
Dr Catriona Wallace, director of Callcentres.net, told ZDNet Australia that according to a recent survey carried out by her firm, of 500 Australians asked if they minded speaking with an offshore call centre agent, 67 percent said they did.
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