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Dallas – An
updated City of Dallas 311 information phone feature, nicknamed Easy Speak, will
give residents easier access to important City resources. The software from
Nuance Communications, Inc. allows callers to say what they want in their own
words in order to get to the information that they need.
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“Getting information from 311 will now be as simple as having a conversation,” said 311 Director Margaret Wright. “Callers to Dallas 311 will hear a prompt asking them: “How can I help you today?” and they can respond naturally, in their own terms.”
By engaging callers in conversation and directing them to the right information from the start, Dallas 311 intends to reduce the time users spend on the phone and avoid misrouted calls and unnecessary call transfers.
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