Your customers are victims of bad automation. - How much longer before you rescue them?
Speech and IVR vendors keep solving the wrong problem. - Had enough?
We can help. Quickly. Inexpensively. - Your customers will thank you.
Welcome
Shadow Prompt Technology (SPT) focuses on speech recognition and multimodal user interface innovations. SPT is a spinoff of Enterprise Integration Group (EIG) and exists to develop and manage the intellectual property portfolio accumulated by EIG through years of consulting and research.
Our technology improves customer service, primarily via contact center channels. Our specialty is fixing broken voice user interfaces. Our track record with Fortune 500 clients proves that customer satisfaction and cost savings are not conflicting tradeoffs, but are instead design synergies.
Solving the Right Problem
Speech recognition vendors were wrong then and they’re wrong now. For more than 20 years, they’ve been preoccupied with trying to use speech recognition to “save the world from touch-tone” – but touch-tone has never been the core problem.
Your customers complain, while the vendors promise that – someday – engineers will be able to “tune away” all speech usability problems. But you’ll have to pay more. Lots more.
SPT is the only firm that has user interface technology that effectively and gracefully mixes speech and touch-tone. Although other vendors now realize (reluctantly) that both must co-exist, they are playing catch up.
In the process, they are also infringing on SPT patents.
User Interface Technology
SPT researches and designs multi-modal interactive voice response (IVR) user interface technology that optimizes performance and user satisfaction.
SPT technology is platform- and infrastructure-independent, allowing the broadest reach and the most customized fit with a given client’s application.
SPT deliverables are detailed step-by-step procedures for designing and implementing SPT-compliant user interface best practices. In addition to multi-modal, our intellectual property portfolio includes innovative tools, techniques and components for turn-taking and natural language dialogues.
Professional services are provided for clients who may require assistance in implementing SPT technologies.
Proven Benefits
Everyone claims that they have the best technology, but we are the only firm that has consistently delivered on that promise. This is just a sample of the measurable benefits provided by Shadow Prompt Technology:
⊗ Better self-service utilization
⊗ Fewer misdirected calls
⊗ Increased customer satisfaction
⊗ Clearer and faster throughput
⊗ Fastest navigation for repeat user
⊗ Maximum clarity for first-time user
⊗ Reduced hang-up rates
⊗ Superior performance in noise
⊗ Improved acceptance by touch-tone callers