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| Topic: |
Business
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| Number of pages / Number of words: |
5 / 1297 |
Essay's paper body
It is possible to overcompensate in one area to the detriment of the other.
Caruso and Novak in their article (2006) describing Telstra's automated directory assistance service, gives an example of a company's strive for efficiency having adverse consequences on its effectiveness. It describes how, in an effort to increase efficiency through reducing the amount of staff needed to man directory switchboards, Telstra implemented a computerised voice recognition service...
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It describes how, in an effort to increase efficiency through reducing the amount of staff needed to man directory switchboards, Telstra implemented a computerised voice recognition service. However the inability of the system to correctly recognise the voice instructions given to it has resulted in a mere fifteen percent accuracy rate and left many customers frustrated...
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