Progressive companies are doing it
I had an interesting customer service experience the other day. I called my mortgage company — I had a billing problem that I needed to straighten out. A couple of months ago, when I first contacted them, I was very frustrated in trying to use the typical keypad-based menu system — I simply got lost in all of the various menus and choices that I had to listen to. But when I called this month I found that they had installed a new system that used voice recognition technology — all I did was simply talk into my telephone and in the computer understood what I was saying and in no time at all my call was transferred to the right department. Bravo for them!
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