Speech Recognition Helps Field Techs Do Jobs Better, for Less

Ann All

Turns out there are plenty of other uses for speech recognition technology that don't involve call centers, probably the most common application.


In addition to saving companies money in call centers by reserving live agents only for transactions complex enough to require human interaction, the technology can help service technicians and others in the field do their jobs better and more cost effectively.


For example, techs equipped with such technologies can create, update and close work orders -- all without the aid of a human.


Datamonitor is predicting that spending on speech recognition solutions for field forces will increase from $20 million in 2006 to $72 million by 2010. Part of the reason interest in such solutions is growing, says Datamonitor, is that folks are increasingly comfortable using speech recognition as consumers, so they may also welcome it at work.

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