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Chapter One. On Telephones, Touchtones, ... > Problems with Touchtone, and a Speec...

Problems with Touchtone, and a Speech Recognition Remedy

You often hear people complaining about a touchtone system they've used. Sometimes the technology is implemented in such a way that it confuses or angers callers. And since companies typically use these systems as the front line of telephone communication, customers may be forced to endure a poorly designed system that may aid the company in cost-reduction but may frustrate the caller. Other times the technology is being used for a task that it doesn't serve well.

Movie theater information systems are a common touchtone application, and they illustrate the limitations of the technology. Here's how a popular one works.


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