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New York University
Can evil automated switchboards really be improved?
Can evil automated switchboards really be improved?

The automated switchboard, that most satanic of corporate innovations, isn't going away even though the vast majority of consumers despise it. In fact, the technology may play an even greater role in your life by migrating to your cellphone. First, a little glossary. The business world refers to existing automated phone systems as "interactive voice response" technology, or IVR for short. These are the phone trees where you have to press 1 for this and press 2 for that. The question for businesses is how to make such systems more compatible with a world of wireless devices. Their answer: new technology called "visual IVR." "Self-service is the...

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