An automated telephone system that uses pre-recorded audio provided by individuals, rather than synthesized speech, to guide callers through a menu of options is being explored. Callers interact with the system by pressing numbers on their telephone keypad, directing them to different departments, services, or information. This approach aims to deliver a more personalized and reassuring experience compared to systems utilizing artificial voices.
The adoption of this technology can result in improved customer satisfaction by offering a familiar and empathetic interaction. Employing actual voices may foster a sense of connection and trust. Historically, these systems represent a progression from purely automated systems, aiming to incorporate a more human element into customer service interactions. The use of recognizable voices can ease caller frustration and potentially reduce call abandonment rates.
