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Telecommunications Microsoft & Nuance back push for better customer response systems
Telecommunications Microsoft & Nuance back push for better customer response systems | Microsoft & Nuance back push for better customer response systems |
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| Written by Stuart Corner | |
| Wednesday, 09 August 2006 | |
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Paul English, the founder of GetHuman.com, has announced the creation of new standards for telephone-based customer service and has secured backing from Microsoft, Nuance Communications an other industry players "to drive adoption of these standards," which are designed to eliminate poor caller experiences with automated systems. After a comment period of 60 days, the GetHuman project team will incorporate community feedback to the standards and publish a final design document. Companies will be able to register their GetHuman-compliant phone service at http://www.gethuman.com/ and adopt the GetHuman 'earcon', an ear-like icon that signals conformance to the standards. However GetHuman has given no information on what recognised standards body, if any will adopt the standards and administer assessment of conformance and the issuing of the 'earcon'. English launched the non-profit GetHuman project in February 2006, with the goal of "changing the face of customer service in the US". Its main role is to maintain an online database of the dial-in numbers for the automated response services of hundreds of major US businesses, together with key sequences that will quickly bypass the often frustrating menu prompts and connect the caller immediately to a human operator.
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