Research and analysis

Intelligent Telephony Automation

Research to test a new telephone system which uses speech recognition technology.


Intelligent Telephony Automation

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This report is about research to test the use of Intelligent Telephony Automation (ITA) for HM Revenue and Customs’ (HMRC’s) helplines. The research involved testing customers’ experience of ITA on calls to HMRC’s contact centre.

Published 30 August 2013