I stumbled on a new one today. I just got a new credit card from Capitol One – you know the no hassle guarantee people. It had that sticker on the front that said that you had to call to activate your card, so I did. First off, I was greeted with that irritating “press 1 for English”, but that isn’t my main beef. It was that the next prompt, surprisingly asking me to say or enter my 16-digit account code. Yippee! Speech recognition. I could almost forgive them for making me press a button because I speak English. But wait. After giving them my 16-digit account code and being transferred to an agent queue; notice I didn’t say agent; the very first words out of the agent’s mouth, once I got one were “please give me your 16-digit account code”. This company is savvy enough to use speech recognition in their application (albeit for only one prompt),but they don’t even have basic CTI? Goodness gracious. What happened to their no hassle guarantee?