e Units-Routing and Accessing Information via Touch-Tone or Speech Voice Response Units (VRUs) provide information to callers based on touch-tone signals or spoken commands. Customers can call their bank or credit card company to ascertain their balance or learn if a payment has been received. They enter their account number and PIN when prompted by an electronic voice. The VRU repeats the requested information, in spoken word. Companies justify the expense of speech recognition and VRUs because they need fewer people to speak with live agents. The following are examples of Voice Response Unit applications: Newspapers subscribers can use it to stop and start delivery before and after vacations, or report missed delivery of newspapers. Airlines can link to flight information. Prescription drug benefit programs enable people to order drug refills. Companies use VRUs as adjuncts to or in some cases substitutes for company operators. The voice response unit is programmed to answer and route: . All calls Calls to particular telephone extensions or departments . After-hours calls Here is a classic example: Thank you for calling ABC Company. If you know your party's extension, you may dial it now. For sales, press 1. For customer service, press 2. Poorly scripted, confusing, and overly long scripts tend to be a source of frustration for callers. Another source is the inability in some organizations to speak with a live operator. In some instances, pressing o does nothing except trigger the initial confusing menu to be replayed. www.TechnicalPDF.com Using Speech Recognition to Expand Self- Service Many call centers add speech recognition to their integrated voice response platforms to make them more user-friendly and faster for callers to navigate. Toll-free directory services ask callers to speak the name of the company for which they require a toll-free number without operator assistance. Local telephone companies use speech recognition SO that customers can easily obtain billing information without speaking with a bil