June 25, 2008
Choices or Conversation
Recently I have been shopping different companies that offer voice biometrics packages for their phone services. I need a solution to our current incoming phone backlog and I thought maybe going to a voice system would be the best answer. I have a question about which system works best. Should I go with the system where people choose from a list of questions and they answer with a standard reply or should I chose a system where they can talk in a conversation to an automated receptionist? I would think the latter would require a lot more discovery and perhaps I should start the company on the former and maybe work our way up.