The impression of speech recognition in the past was driven by overly structured call center applications modeled too closely on touch-tone structures and how business units classified calls (not how customers conceived of their needs). Speech recognition has matured, and this over-structuring is not necessary (or advisable).
At the same time, consumers are being exposed to friendlier services such as free directory assistance powered by speech technology. Large companies are featuring speech recognition on mobile phones, in cars, and more. Attitudes toward speech technology are changing, and call centers can take advantage of this change if they adopt the same style of user interface with which customers are becoming familiar in other environments.
Come to Mobile Voice Conference 2012 and learn how to be a leader in this disruptive trend