Telemar Invests US$3.2mn to Implement Voice Recognition Technology

Brazil's largest telecoms operator Telemar has invested 7mn reais (US$3.2mn) to implement voice recognition technology in its customer service center, reported financial news service Valor Online.

The technology for fixed line customers will be available in the coming week and will also be rolled out for mobile phone customers in the future.

Voice recognition technology allows users to navigate the phone system verbally, rather than responding with their keypad. The company hopes that this will guarantee more speed and help customer service.

During 12 months, Telemar undertook tests with more than 30,000 words and expressions to build an archive that will serve as a recognition base to direct calls.

The voice recognition system was developed by US company Nuance.

BNamericas.com"

Posted to the site on 24th March 2006