# "Helpful" Voice Recognition Systems **URL:** \ **Category:** The BBQ Pit\ **Created:** [September 20, 2005, 8:35pm UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596 "2005-09-20T20:35:24Z")\ **Posts on this page:** 20\ **Page:** 2
**Author:** ![Troy\_McClure\_SF](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/troy_mcclure_sf/32/4150_2.png) [@Troy\_McClure\_SF](https://boards.straightdope.com/u/Troy_McClure_SF)\ **Post date:** [September 22, 2005, 4:57pm UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/21 "2005-09-22T16:57:06Z")
> [@Kiminy](#): > > In some places, it makes sense. Kentucky has a 511 traffic system that anyone can use to check traffic and road constructions conditions anywhere in Kentucky. Given that most users will presumably be driving at the time, it’s a lot safer to let them talk to the phone than have to fumble with buttons on a cell pone. It’s also usually the case that there aren’t very many people inside the car to overhear you saying “I-65” for no apparent reason. We have the same thing here (and we even got the [domain](http://511.org/), hah!), but it seems to me that you generally have a lot less control over background noise in a car than you normally would, and having to mute the radio and roll up the windows would be just as distracting as keying “5-1-1-Call … 2-8-0.” ---
**Author:** ![SpoilerVirgin](https://avatars.discourse-cdn.com/v4/letter/s/4491bb/32.png) [@SpoilerVirgin](https://boards.straightdope.com/u/SpoilerVirgin)\ **Post date:** [September 23, 2005, 1:05am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/22 "2005-09-23T01:05:04Z")
My voice simply cannot be understood by voice recognition systems. It’s very high; in fact my father has upper range hearing loss, and before he got his hearing aids (or if he’s turned them off) he can’t hear me at all. Sometimes I try to trick the system by lowering my voice as far as it will go so that I sound like a cartoon bear or maybe Bullwinkle, but that doesn’t work either. If a system has no opt-out or pushbutton option, I can’t use it at all. ---
**Author:** ![Musicat](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/musicat/32/20189_2.png) [@Musicat](https://boards.straightdope.com/u/Musicat)\ **Post date:** [September 23, 2005, 1:26am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/23 "2005-09-23T01:26:19Z")
Ahem. A word to the wise. In case you are tempted to say something nonsensical or insulting, hoping that the apparent gibberish will confuse the system and get you to a human faster, be aware that some systems RECORD what you say and play it back to a human before connecting you to one! So saying, “LET ME TALK TO A REAL PERSON, YOU FUCKING BITCH ASSHOLE ROBOT!” might not be “translated” correctly by the software, but it might be the first introduction the flesh & blood operator has to you even before you get connected. :eek: ---
**Author:** ![mhendo](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/mhendo/32/3159_2.png) [@mhendo](https://boards.straightdope.com/u/mhendo)\ **Post date:** [September 23, 2005, 2:22am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/24 "2005-09-23T02:22:14Z")
In my opinion, that’s a good thing. Maybe if they hear more of this, they’ll think about dropping the stupid fucking voice recognition systems. ---
**Author:** ![dnooman](https://avatars.discourse-cdn.com/v4/letter/d/839c29/32.png) [@dnooman](https://boards.straightdope.com/u/dnooman)\ **Post date:** [September 23, 2005, 5:50am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/25 "2005-09-23T05:50:37Z")
Those IVRUs aren’t going wnywhere anytime soon unfortunately. The one at my company (almost guaranteed to be the one in the OP, make that definitely) takes 40,000 calls a week with more than an %80 sucess rate believe it or not. We just got those stats this week. A large portion of my calls start off with “that stupid machine…” and I just agree with them that the system sucks until I can actually help them. We hate it too, its a means to minimize human CSRs, and it does the same crap when we have to use it too. I just tell people to do what I do and mute the phone, silence. It usually asks how it can help twice before getting you to a live rep. People say that they’ve tried not saying anything, but that’s not the same as silence. “Try turning off your TV.” “It’s off.” “You’re watching The Price Is Right aren’t you?” “You can hear _that_?” “Yes.” There are a few idiot that work there, but most of us are pretty sharp. If you end up talking to someone who sounds like they don’t know what they’re doing, either just hang up and call back (they’ll think your phone died) or ask for a supervisor. There’s no excuse for incompetent service. The website works pretty well, but you probably already use that. Sadly, more and more companies are limiting fills at retail, meaning after a few fills it’s basically no longer covered. Alot of people get mad after a bad experience and say that they’ll just go to the local pharmacy, fine. You pay more, your employer pays more, and we still process the transaction. Next year you employer decides that retail is killing them in drug spend, and they limit fills. However, they make this change known in one of their update packages of paperwork which nobody reads, you find out when you have 1 day left of your med and your med will cost you $175 if not more. I digress. The IVRU can be a huge pain in the ass, but usually the wait is worth it because we can help you maximize your benefit. If silence doesn’t work for you, try the pound key or saying “I have a problem” I’ve heard that those work as well. ---
**Author:** ![Seven](https://avatars.discourse-cdn.com/v4/letter/s/3d9bf3/32.png) [@Seven](https://boards.straightdope.com/u/Seven)\ **Post date:** [September 23, 2005, 6:05am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/26 "2005-09-23T06:05:09Z")
> [@kaylasdad99](#): > > No. If you want _good_results, do everything in your power to subvert the technology, thus eventually forcing its abandonment. Hell yeah. I’m behind you on that one. When I get a voice recognition “service” it cracks my wife up because I start saying “I want to lay you down and make sweet, sweet love to you.” ala Chef from South Park. Sometimes I just ramble to it telling it all about my day until it says “Let me connect you to a customer service rep” My favourite time was when I pretended I was Axel Rose and sang “I want to bend you over and ride that bootytrain to heaven baby… toooooooo heavennnnnn baaaaaby” “I’m sorry. I didn’t understand you. Could you repeat that?” “TOOOOOOOO HEEEAAAVEEEN BAAAAAABY!” “Thank you. I will connect you to… _Technical Support_” ---
**Author:** ![The\_New\_Guy](https://avatars.discourse-cdn.com/v4/letter/t/35a633/32.png) [@The\_New\_Guy](https://boards.straightdope.com/u/The_New_Guy)\ **Post date:** [September 23, 2005, 6:45am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/27 "2005-09-23T06:45:43Z")
> [@SpoilerVirgin](#): > > My voice simply cannot be understood by voice recognition systems. It’s very high; in fact my father has upper range hearing loss, and before he got his hearing aids (or if he’s turned them off) he can’t hear me at all. Sometimes I try to trick the system by lowering my voice as far as it will go so that I sound like a cartoon bear or maybe Bullwinkle, but that doesn’t work either. If a system has no opt-out or pushbutton option, I can’t use it at all. What? sorry, couldn’t resist ---
**Author:** ![zagloba](https://avatars.discourse-cdn.com/v4/letter/z/977dab/32.png) [@zagloba](https://boards.straightdope.com/u/zagloba)\ **Post date:** [September 23, 2005, 6:55am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/28 "2005-09-23T06:55:40Z")
> [@dnooman](#): > > Those IVRUs aren’t going wnywhere anytime soon unfortunately. The one at my company (almost guaranteed to be the one in the OP, make that definitely) takes 40,000 calls a week with more than an %80 sucess rate believe it or not. We just got those stats this week. So 1 in 5 calls fails? That’s fucked up, man. That’s like when dictation software vendors were saying “Buy our software! It has a 90% recognition rate!” – Great! That means I have to make at least one correction in every sentence! ---
**Author:** ![Daisy\_Mae](https://avatars.discourse-cdn.com/v4/letter/d/46a35a/32.png) [@Daisy\_Mae](https://boards.straightdope.com/u/Daisy_Mae)\ **Post date:** [September 23, 2005, 7:06am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/29 "2005-09-23T07:06:07Z")
> [@zagloba](#): > > So 1 in 5 calls fails? That’s fucked up, man. > > That’s like when dictation software vendors were saying “Buy our software! It has a 90% recognition rate!” – Great! That means I have to make at least one correction in every sentence! You’re joking but that is a good rate. You’re assuming that all 5 calls are TRYING to use the IVRU successfully. Some people are pounding on keys and screaming “I HATE MACHINES” or are screaming at their kids or singing to themselves and that is why their call fails. 80% success on an automated system is pretty impressive. ---
**Author:** ![The\_New\_Guy](https://avatars.discourse-cdn.com/v4/letter/t/35a633/32.png) [@The\_New\_Guy](https://boards.straightdope.com/u/The_New_Guy)\ **Post date:** [September 23, 2005, 7:06am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/30 "2005-09-23T07:06:46Z")
> [@dnooman](#): > > Those IVRUs aren’t going wnywhere anytime soon unfortunately. The one at my company (almost guaranteed to be the one in the OP, make that definitely) takes 40,000 calls a week with more than an %80 sucess rate believe it or not. We just got those stats this week. I don’t know your industry, but I would think that a pretty high percentage of callers are simply refilling a prescription. I refill my prescriptions via an automated system, and I’ve never had any reason to speak to a live person. What if 80% of the callers don’t _need_ any help? How are they defining “success”? I would think they should be analyzing the success rate of _those who were not performing run-of-the-mill tasks and needed specific questions answered._ From your account of typical customer reactions, it sounds like a pretty dismal success rate in that area. My God, that’s pretty sad if you have to advise customers to jump through all those hoops, like turning off their T.V. It sounds like your bean-counters are just trying to _justify_ a system that they are intent on keeping no matter what. If they _are_ touting a success rate that includes everyone who’s just getting refills or similar simple items, it’s kind of like saying, “I never have a problem with my car when it’s sitting in the driveway.” ---
**Author:** ![The\_New\_Guy](https://avatars.discourse-cdn.com/v4/letter/t/35a633/32.png) [@The\_New\_Guy](https://boards.straightdope.com/u/The_New_Guy)\ **Post date:** [September 23, 2005, 7:14am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/31 "2005-09-23T07:14:41Z")
> [@Daisy Mae](#): > > You’re joking but that is a good rate. You’re assuming that all 5 calls are TRYING to use the IVRU successfully. Some people are pounding on keys and screaming “I HATE MACHINES” or are screaming at their kids or singing to themselves and that is why their call fails. 80% success on an automated system is pretty impressive. There’s the problem right there. Companies are settling for too little. 80% isn’t impressive at all. If only 80% of the people I spoke to at work got what they wanted, I’d be fired. Does it occur to them that the REASON people are screaming at the phone is because the systems _isn’t_ working? They should use a system that _works_ rather than blaming the customer. ---
**Author:** ![amarinth](https://avatars.discourse-cdn.com/v4/letter/a/3be4f8/32.png) [@amarinth](https://boards.straightdope.com/u/amarinth)\ **Post date:** [September 23, 2005, 7:18am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/32 "2005-09-23T07:18:48Z")
> [@teela brown](#): > > This is why I refuse to do the mail prescription thing. I know it saves money, but one screw-up in your prescription, whether it’s your fault, the doctor’s or the pharmacy’s, and you get to spend hours on the phone trying to straighten it out. And yes, usually this phone work must be done during the day while you’re at work. Who can take all that time while at their desk to struggle with a screwy phone system or some out-of-state mouthbreathers? Not me. And while you straighten it out, it’s probable you’ll go without your medication for a week or two, something I can’t do. > > The hell with it. I’m sticking with the local pharmacy. I used to feel this way - but I just found out my company is going to 100% by mail. From now on, if we want our prescriptions “covered,” (hideous co-pay, but it’s at least something) it must be ordered by mail. If we go to the local pharmacy, we have to pay full price. This is a good for employees. We know that, because that’s what they told us, not just out loud, but also in large, bold type on the benefit information. ---
**Author:** ![Daisy\_Mae](https://avatars.discourse-cdn.com/v4/letter/d/46a35a/32.png) [@Daisy\_Mae](https://boards.straightdope.com/u/Daisy_Mae)\ **Post date:** [September 23, 2005, 7:19am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/33 "2005-09-23T07:19:16Z")
> [@The New Guy](#): > > I don’t know your industry, but I would think that a pretty high percentage of callers are simply refilling a prescription. I refill my prescriptions via an automated system, and I’ve never had any reason to speak to a live person. What if 80% of the callers don’t _need_ any help? How are they defining “success”? I would think they should be analyzing the success rate of _those who were not performing run-of-the-mill tasks and needed specific questions answered._ From your account of typical customer reactions, it sounds like a pretty dismal success rate in that area. My God, that’s pretty sad if you have to advise customers to jump through all those hoops, like turning off their T.V. It sounds like your bean-counters are just trying to _justify_ a system that they are intent on keeping no matter what. > > If they _are_ touting a success rate that includes everyone who’s just getting refills or similar simple items, it’s kind of like saying, “I never have a problem with my car when it’s sitting in the driveway.” I’m sure most of their customers are over the age of 60. Even filling a refill via an automated system wouldn’t be an easy task for most senior citizens. It’s hardly the same as saying you’re not having a problem with a machine you’re not using. If the automated system was not working, the refills would need to be processed by a human being. If the IVRU completes that task and a human being does not, I’d say that’s a successful transaction by the IVRU so the human beings can answer the other questions at hand. At 40,000 calls per week, the IVRU would cut back on hold time so you can reach a representative faster. Success. It is pretty sad to have to tell someone that the voice on the TV may interfere with their voice on the phone but one can hardly expect an automated system to be able to tell the difference between an 80 year old man ordering his Levitra and Bob Barker looking for the next constestant. Then again, it could be Bob Barker on the phone ordering his Levitra AND looking for the next contestant. ---
**Author:** ![Daisy\_Mae](https://avatars.discourse-cdn.com/v4/letter/d/46a35a/32.png) [@Daisy\_Mae](https://boards.straightdope.com/u/Daisy_Mae)\ **Post date:** [September 23, 2005, 7:29am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/34 "2005-09-23T07:29:32Z")
> [@The New Guy](#): > > There’s the problem right there. Companies are settling for too little. 80% isn’t impressive at all. If only 80% of the people I spoke to at work got what they wanted, I’d be fired. Does it occur to them that the REASON people are screaming at the phone is because the systems _isn’t_ working? They should use a system that _works_ rather than blaming the customer. I spent a little bit of time taking “Ask a Nurse” type calls for the company mentioned by the OP and the previous poster. Believe me, their customers are mostly elderly and many aren’t sure of what to do and when to do it. 80 year old people with Parkinson’s Disease and touchtone phones are not friends. You’re talking about a customer base with (more often than not) health issues which may impact the transaction. It’s knee-jerk to state that’s “blaming” the customer. All customers are not created equal and you can’t assume the “success rate” for all types of businesses are going to be the same. When 40,000 people are using an automated system weekly, if it isn’t working they KNOW it. The employee of said company above wasn’t making excuses, simply offering reasons which may or may not be a problem. Sorry but when using voice recognition you will have a problem with loud TVs, screaming kids, etc. If you want to be sensitive and call that “blaming the customer” then by all means, do so. In those cases, the fault is there’s to accept. ---
**Author:** ![Daisy\_Mae](https://avatars.discourse-cdn.com/v4/letter/d/46a35a/32.png) [@Daisy\_Mae](https://boards.straightdope.com/u/Daisy_Mae)\ **Post date:** [September 23, 2005, 7:30am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/35 "2005-09-23T07:30:46Z")
> [@Daisy Mae](#): > > In those cases, the fault is there’s to accept. Gah, preview is my friend! THEIRS to accept. ---
**Author:** ![fluiddruid](https://avatars.discourse-cdn.com/v4/letter/f/c2a13f/32.png) [@fluiddruid](https://boards.straightdope.com/u/fluiddruid)\ **Post date:** [September 23, 2005, 11:07am UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/36 "2005-09-23T11:07:55Z")
> [@amarinth](#): > > From now on, if we want our prescriptions “covered,” (hideous co-pay, but it’s at least something) it must be ordered by mail. If we go to the local pharmacy, we have to pay full price. Uh, that sucks. I don’t use regular prescriptions, so the only time I have one is if I need antibiotics or something else I need right away. You know, when I had an eye injury and needed steroids, I guess it would have just been a pleasure to wait a week despite the incredible pain. Cost savings! My plan cost $8 less per month! Kah-ching! ---
**Author:** ![Musicat](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/musicat/32/20189_2.png) [@Musicat](https://boards.straightdope.com/u/Musicat)\ **Post date:** [September 23, 2005, 5:17pm UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/37 "2005-09-23T17:17:52Z")
While I can see a place for voice systems such as for recognizing words or letters, I think they should only be options if the caller doesn’t have a touch-tone phone and only numbers are needed. Pressing “1” on the touchpad is 100% certain to be interpreted as “1”. But some systems skip this possibility entirely, and that is a step backwards in technology. ---
**Author:** ![The\_New\_Guy](https://avatars.discourse-cdn.com/v4/letter/t/35a633/32.png) [@The\_New\_Guy](https://boards.straightdope.com/u/The_New_Guy)\ **Post date:** [September 23, 2005, 6:32pm UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/38 "2005-09-23T18:32:41Z")
> [@Daisy Mae](#): > > I’m sure most of their customers are over the age of 60. Even filling a refill via an automated system wouldn’t be an easy task for most senior citizens. It’s hardly the same as saying you’re not having a problem with a machine you’re not using. O.K., my comments were directed at **dnooman** , and you responded. Which is fine, except I think you’ve mixed up a few of his arguments with your own. First of all, I see your point that an 80% success rate for seniors _getting the automated system to work_ sounds all right. But MY QUESTION was, what does that mean in terms of the other 20%? If 80% get their stuff done without talking to anyone, and 20% have to talk to someone, that would be great. My question is, are we talking about THAT, or are we talking about 20% of the calls failing, PERIOD. As in they didn’t get what they wanted AT ALL? Now I read dnooman’s comments as meaning that the system _works_ 80% of the time (the transaction is successfully completed), and _doesn’t work_ 20% of the time, whereas you seem to be reading as the system works 100% of the time, but 20% of the people end up having to talk to a live person because they’re too feeble to get the automated system to work. My question was, which is it? I certainly don’t believe everyone _would_ successfully navigate the automated part, which is exactly why it’s a mistake to remove the option of getting help from a live person. Additionally, let’s say people DO eventually get through to a live person. If they had to jump through all these hoops to get through, and ended up aggravated to the point that they are screaming at the phone, and their first words to the customer service rep are a complaint about the phone system, can you really call that a “success”? > [@](#): > > If the automated system was not working, the refills would need to be processed by a human being. If the IVRU completes that task and a human being does not, I’d say that’s a successful transaction by the IVRU so the human beings can answer the other questions at hand. At 40,000 calls per week, the IVRU would cut back on hold time so you can reach a representative faster. Success. But that’s not the issue. Nodody’s questioning the efficacy of HAVING an automated system; we’re questioning the decision to remove the option of bypassing the automated system. Sometimes people simply have questions that a machine can’t answer. Like I said, I always refill my prescriptions automatically, but if I ever _do_ have a problem, I want the option to speak to someone about it. > [@](#): > > It is pretty sad to have to tell someone that the voice on the TV may interfere with their voice on the phone but one can hardly expect an automated system to be able to tell the difference between an 80 year old man ordering his Levitra and Bob Barker looking for the next constestant. Actually, you completely missed the point on this one. If you’ll go back and read the posts again, you’ll see that **dnooman** was describing a situation where he has to advise customers NOT TO TALK in order to defeat the phone system. And if that weren’t bad enough, they have to mute all OTHER sounds in the room and sit there in silence, just to defeat this stupid phone system that never should have been implemented in the first place. It’s not about “telling the difference between an 80 year old man and a TV” at all. ---
**Author:** ![Elza\_B](https://avatars.discourse-cdn.com/v4/letter/e/6a8cbe/32.png) [@Elza\_B](https://boards.straightdope.com/u/Elza_B)\ **Post date:** [September 23, 2005, 6:36pm UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/39 "2005-09-23T18:36:41Z")
I’m sorry I didn’t read this sooner. One of my husband’s favorite stories of weekend entertainment involves me calling the phone company and screaming “Son of a BITCH, give me a goddamn person to TALK TO or I’m going to release killer bees in your damn office!”. I honestly could NOT get anyone. I think we went through 20 rounds of “I’m sorry. I don’t understand what you’re saying. Please repeat that.” before it finally gave up and got me to a live person. E. ---
**Author:** ![The\_New\_Guy](https://avatars.discourse-cdn.com/v4/letter/t/35a633/32.png) [@The\_New\_Guy](https://boards.straightdope.com/u/The_New_Guy)\ **Post date:** [September 23, 2005, 6:51pm UTC](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596/40 "2005-09-23T18:51:10Z")
> [@Daisy Mae](#): > > I spent a little bit of time taking “Ask a Nurse” type calls for the company mentioned by the OP and the previous poster. Believe me, their customers are mostly elderly and many aren’t sure of what to do and when to do it. 80 year old people with Parkinson’s Disease and touchtone phones are not friends. > > You’re talking about a customer base with (more often than not) health issues which may impact the transaction. It’s knee-jerk to state that’s “blaming” the customer. All customers are not created equal and you can’t assume the “success rate” for all types of businesses are going to be the same. > > When 40,000 people are using an automated system weekly, if it isn’t working they KNOW it. The employee of said company above wasn’t making excuses, simply offering reasons which may or may not be a problem. Sorry but when using voice recognition you will have a problem with loud TVs, screaming kids, etc. If you want to be sensitive and call that “blaming the customer” then by all means, do so. In those cases, the fault is there’s to accept. O.K., now when I responded to YOU, you’re answering for **dnooman**. No, YOU are the one who made the excuses. You blamed the failure rate on customers screaming at the phone and not even “trying” to use the system. If anything sounds “knee jerk”, I’d say it’s THAT. People don’t just pick up a phone and scream at it for no reason, not even old people. They obviously were frustrated by a crappy system to the point that they lost their temper. I know, because I’ve done it myself. I think it’s a cop out to blame it on customers because you think they’re old and stupid. I’m not old, yet I find those voice-recognition systems leave much to be desired. [Previous page](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596.md?page=1) [Next page](https://boards.straightdope.com/t/helpful-voice-recognition-systems/322596.md?page=3)