Travelocity.com Adds Speech Recognition

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Travel marketer Travelocity.com yesterday unveiled a speech-recognition system for customers checking on their travel plans.


The phone-based customer-service application, provided by InterVoice-Brite's iVB Enterprise Solutions division, helps customers confirm airline, hotel and car reservations by phone. The new service complements Travelocity.com's customer-support infrastructure, which includes phone and Internet service.


The application incorporates technology by SpeechWorks International Inc., a company that provides speech-recognition systems.


Travelocity, Dallas, has made several recent moves to improve its customer service. Since May, the company has instituted an electronic alert system to deliver emergency travel messages to its customers via digital pager and has opened its third customer call center in Clintwood, VA.


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