Speech Technologies in the UK Public Sector: Speaking to the Right Areas
Enterprises have invested in automation powered by speech recognition to cut costs without sacrificing customer service levels. However, the UK public sector is a vertical with unique barriers and considerations, such as a higher number of stakeholders and a longer sales cycle. This report examines the demand for speech applications for customer service in the UK public sector, and the extent to which they have proliferated. It also offers advice to vendors looking to break into this market.
Executive summary
In a nutshell
Ovum view
Business-level recommendations
Overcoming issues with ASR in the UK public sector
Trends in speech recognition
An intelligent back end can necessitate speech
Identifying purchase barriers in the UK public sector
Why speech enablement doesn’t always happen
Uses for speech in the UK public sector
Routing represents the top application
In a nutshell
Ovum view
Business-level recommendations
Overcoming issues with ASR in the UK public sector
Trends in speech recognition
An intelligent back end can necessitate speech
Identifying purchase barriers in the UK public sector
Why speech enablement doesn’t always happen
Uses for speech in the UK public sector
Routing represents the top application
LIST OF TABLES
Table 1: Deployed speech applications
Table 1: Deployed speech applications
