Would You Skip The Voice Recognition Option Given The Chance?

Would You Skip The Voice Recognition Option Given The Chance?
Would You Skip The Voice Recognition Option Given The Chance?
Bank Of Queensland is about to start offering its customers the choice of skipping the voice recognition system on its telephone banking and heading straight for the touch-tone menus. Is that a good move?

Mahesh Sharma at Australian IT reports that the bank is going to offer the option of either using voice recognition or touch-tone, depending on user preference. In trials, around 11% of people chose to skip voice recognition.

My own most recent experiences with voice recognition have been with two telcos (Telstra and Vodafone). In both cases, the system was utterly hopeless, and eventually had to put me through to an operator. So I’d have welcomed the option to navigate a touch-tone menu, even if I eventually had to get dropped through to an operator — at least I’d have felt like I was making progress and kept my blood pressure down. (Of course, I’d rather do everything online, but we’re some way from that nirvana.)

How have you found the growing number of voice recognition systems a bonus, or a pain? Share your experiences in the comments.

Choice of tone or voice for telebank users [Australian IT]


  • Choice has to be the best of both worlds. Since we’re unlikely to get back to having a receptionist pass calls through to the right areas, having the option has to be better than one or the other.

  • I recently called Optus and found that their voice recognition worked quite well (however, I did make a very conscious effort to speak slow and clear).

    Having said that, I would 100% prefer touch-tone options. My main reasoning is the time.
    When I recharge on my mobile service I can skip all the prompts by simply pressing the sequence of touch-tone keys I know do the trick.
    When calling 1300 numbers, etc, costs can be up toward $5/min, and being able to skip all the waiting, confirming, blah, blah, blah, can save some serious dollars!

  • I’ve been pleasantly surprised when I called AAMI. A real voice answered the call within two rings and directed my call from there – waiting only half a minute in the queue for an person to answer my questions.

  • I occasionally use the vodafone voice recognition system. But It doesnt bloody work if you are walking down a busy street. Which is usually where I find myself trying to sort out my phone problems.

    Often it just hangs up altogether. Sometimes throgh an operator. Touch tone would be much easier. Or even *gasp* direct lines for different sections of the company??

    • Direct lines are a joke with some companys. I had to call Radio Rentals and had 3 numbers listed on the statement one for Accounts, one for Sales and one for Support. Upon calling the Accounts number I was prompted by the system to select Accounts, Sales or Support……? So why do they give 3 numbers if they are just going to put you in a queue selection system?

  • I hate voice recognition systems! They are inaccurate and extremely irritating. I can feel my blood pressure shoot up as soon as I hear that perky voice on the other end of the line…

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