The Web is a great thing, but it’s limited to households that have both a computer and Internet access.
Not everyone has a computer, but almost everyone has a phone. This has led several companies to develop solutions that take the ease of information gathering from the Web and make it available on the phone.
Voice-recognition technology has fueled this growth, allowing callers to avoid the long numeric menus of “press one for … ” fame. Instead, callers respond to simple voice prompts to navigate the system.
As with Web sites, callers can link from topic to topic, get further information and perform transactions, all using only voice commands.
SpeechWorks, the developer of Speechsite technology, has combined the functions of customer service with an automated attendant. An example of a SpeechSite interaction follows:
Speechsite: “Hello, this is the Speechsite for XYZ Co. You can say, ‘company page,’ ‘products page,’ ‘directions’ or ‘contact page.’
Caller: “Directions.”
Speechsite:”From which direction will you be coming?”
Caller: “The airport.”
The system then provides directions. Callers can also say “fax it” to get directions faxed to them, then continue moving through other self-service options, or just hang up. For a demo, call (617) 428-4444.
SpeechWorks’ product is on the market; similar offerings are in the works. Tellme Networks recently announced plans to develop a product that will offer a range of voice-activated Internet services via telephone. It will provide content, commerce and communication services. The Tellme service would act more like a search engine, in which a caller could say “travel” and be transferred to a Web service that provides information on airline fares.
Motorola has been working on technology that converts voice into a form that could be understood by data-based Web sites. Shoutmail.com offers services that allow users to hear their e-mail read to them over the phone without the use of an Internet connection. Users can also send e-mail as a streaming audio clip, which essentially converts e-mail into a voice mail message.
With the phone still holding a commanding market penetration compared to that of computers — and combined with the explosion of portable phones —expect to see more companies looking at how they can move the advantages of the ’Net into the palm of your hand.
How to reach: SpeechWorks, www.speechworks.com
Todd Shryock ([email protected]) is SBN’s special reports editor.
