On September 11, 2009
IVR Systems, Part 1: Are They Done Yet?
Remember the bad old days of customer self-service? Automated systems would present you with five or more different options — any one of which could lead to five or more other options. With touchtone systems, accidentally pressing the wrong number at a prompt could result in instant death by disconnection. Then came the speech-recognition systems, with their own specific tortures.
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