What?
"Some customer support lines now use speech recognition to automate routing your call to the right person; it is often no better and sometimes worse than the old method of "press 1" for this and "press 2" for that."
It is 2017, believe it or not IVR and speech recognition to automate routing has been in use since the late 1990's and certainly products from the majors such as Nuance in the early 2000's were up to the task.
The R&D was in continuous voice/natural language processing, semantic analysis and inference ie.what does "Hello Alexa" mean?
Biting the hand that feeds IT
