eliot1785 writes: We've all had to put up with this at one point or another — you call a company for customer service or tech support, and rather than getting traditional touch-pad menu options, you encounter an annoying system that wants you to "just say" how it can help you. Invariably, the system fails to understand your input, or picks up background noise or coughs as intended inputs. After a few failures, you have to press 0 to speak with an operator.
My question is — why do companies think that customers like these voice menu systems? Is there any research to suggest that they do, or are companies simply embracing the systems because they are new technology? And more importantly, when will they realize that the systems don't work and go back to the traditional touch-pad menu option systems?