Thursday, January 22, 2004

Voice Recognition

Looks like Verizon has come up with a new phone support system to replace their front line call center. My business DSL line flaked out a few hours ago, so I called up the business support line to put in a trouble ticket. Their phone system asked me to state, verbally, things like my phone number, what was the problem I was having, whether or not I agreed. If it didn't understand, it would ask again or have me key in the information using the keypad.

All told, reasonably slick for a completely scripted system, and it only took 3 minutes 40 seconds for the system to check the line, detect that there was a network problem, and submit a trouble ticket.

So now I'm waiting around for the service to be restored... I think my co-worker across town jinxed me because he has a cable modem and it went out this morning before lunch.

posted by Wuphon's at 10:05 PM