Research and analysis

Intelligent Telephony Automation

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

• From: HM Revenue & Customs
• Published: 30 August 2013

Documents

Intelligent Telephony Automation

Ref: HMRC Research Report 274

PDF, 396 KB, 11 pages

This file may not be suitable for users of assistive technology.

Request an accessible format

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

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