Speech Recognition – Getting It Right
Wednesday, April 28, 2010 — 4 p.m. PDT
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Effective change management and staff engagement in a risk averse environment. How the Australian Department of Defence introduced an open menu voice recognition system which didn’t upset the customer whilst dramatically reducing queue times and reducing average handle time by 15%.
Speakers:
- Dan Miller – Senior Analyst, Opus Research
- Luke Johnston – Business Integration Coordinator, Australian Defence Service Centre
Categories: Articles
Opus Research Report: Why Customer Experience Needs an AI Agent Control Plane 
Zendesk’s Big Bet on Owning the Resolution Layer 
What Production-Grade Agentic CX Actually Looks Like 
Beyond AI Agents: Building the CX Control Plane