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Boston Globe: Help yourself – customer self-service

D.C. Denison profiles SpeechWorks and edocs, two Boston-area companies providing technologies to enable customer self-service.

“Speaker verification,” for example, is rapidly emerging as an important capability, allowing the system to identify a caller by his voice patterns. Verification is important not only for security, but also for enhanced convenience.

“If the system recognizes you, it can immediately shift to your preferences,” said Chambers. “It enables customers and companies to significantly streamline their interactions.” Get ready for this: “Oh, hello Mr. Smith. Are you traveling to New York again?”

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