Phone trees drive you mad? Just want to talk to an actual person? You aren’t alone – despite the fact that most customer service journeys begin with automated interactive voice response systems.
Ben Kraal, Queensland University of Technology and David Dean, Queensland University of Technology
You may have read reports that the Australian Tax Office (ATO) has introduced voiceprint technology which aims to do away with cumbersome identity-verification processes on the telephone. When you phone…
Councils are facing questions about their use of lie detectors in attempts to catch benefits cheats over the phone. The idea is to listen out for subtle changes in the voice that might indicate that someone…
In less than two months, Siri, Apple’s virtual assistant, has insinuated herself into western culture. This has been less because of Apple’s marketing and more due to the public’s general interest in the…