Multi-Platform support without the need to install third-party executable code on the IVR
Adaptive Audio Server is a server level implementation of the Adaptive Audio Version 5. With Adaptive Audio V5 Server, this process is now available without the need to install third-party executable code on the IVR.
This implementation incorporates the feature enhancements of Adaptive Audio Version 5 in a Windows Server topology. All Adaptive Audio functions are now available to the IVR via standard HTTP or even simple TCP/IP calls. This supports the use of Adaptive Audio via a high-speed, highly configurable HTTP and TCP/IP implementation.
Adaptive Audio Server works for virtually any IVR platform and is scalable for small, medium and very large deployments. The product supports thousands of IVR lines across multiple applications and can be incorporated into any IVR environment that can execute basic HTTP or TCP/IP calls. Both XML documents and/or flat data responses are supported and provide a simple interface for virtually any IVR voice application.
The software also provides local and remote access to reporting, logging and control functions and includes AA_Watchman failure notification via email alerts.
Adaptive Technology with custom application design features - minus the custom application development.
Adaptive Audio Version 5 is the latest product release from Interactive Digital. In addition to adjusting audio playback rates and message content in real-time based on individual caller skills, the following new features have been implemented:
Best Modality Signaling - Allows the voice application to offer only Speech or DTMF as a means of input at particular points in the call script based on what has historically been more efficient and/or more successful by a significant margin. The qualifying thresholds are user programmable.
Feature Benefits: Increases call automation rates and reduces user error rates in the voice system.
Adaptive Timeout Control - Allows the voice application to dynamically extend timeout periods for individual callers having significant difficulty navigating areas of the call script. Since Adaptive Audio is continuously aware of when each individual caller is experiencing difficulty navigating any or all of the call script, it can inform the voice application as how much additional time (in one second intervals) should be added to an existing timeout value to allow such a caller to respond.
Feature Benefits: Increases automation rates and reduces error rates and unwarranted CSR transfers.
Preemptive Transfer Alerts - This feature keeps a cumulative index of how well each individual caller is navigating the call script and Identifies callers having excessive difficulty navigating the voice application. When such callers are identified by the Adaptive Audio software, it recommends preemptively transferring them to a CSR. Thresholds are user programmable and PTA signals factor in the likelihood that a CSR is available based on incoming call volume.
Feature Benefits: Reduces call backs and abandoned calls and increases customer satisfaction with the voice system.
Dynamic Application Smoothing - Dynamically adjusts the WPM speaking rate up or down for any points in the call script that callers find particularly easy or difficult to navigate. Adjustment decisions are based on the level of difficulty of each Call Script Node (CSN) as represented by the historical behavioral data collected at each such node by Adaptive Audio. This feature is fully automatic once optioned in the Adaptive Audio configuration file and no further action is required by the developer in order for the process to take place.
Feature Benefits: Shortens average call duration, reduces error rates in the voice system and provides an improved user experience.
Application Dependent Profiles - Provides independent control over the audio playback rates, audio content and adaptive patterns used in multi-application environments. A requirement for proper functioning of this feature is that there is no overlap in CSN use between applications.
Feature Benefits: Shortens average call duration and reduces user error rates.
Caller Behavior Analytics - Provides real time, comprehensive analysis and reporting on caller behavior, expertise and willingness to use the voice application. Pinpoints application trouble spots and indicates where the application design can be improved. Also included are difficulty ratings for each CSN and Adaptive versus Non-Adaptive performance comparisons.
Feature Benefits: Provides a unified report for a better understanding of how and where improvements can be made in the voice application script.
How Adaptive Audio Works...
The Adaptive Audio software, when added to your voice applications, dynamically adjusts the speaking rate and message content of IVR applications in real time based on individual caller behavior. This personalizes the call experience as it happens, creating a friendlier, more responsive customer experience. The benefits of Adaptive Audio include increased IVR Containment, Shorter IVR Call Durations, reduced telecom costs, and improved call center customer service.
Auto-Learn Mode
Adaptive Audio automatically learns the characteristics of your voice application and how your callers interact with it. When Adaptive Audio is run for the first time, the software initially listens and learns how effectively your callers navigate each script node in the application. No speed adjustments are made for the first several passes through each node. When Adaptive Audio has acquired a sufficient "calibration sample", only then will it make subsequent speed adjustments based on the collected data. This feature provides adaptive real time personalization without requiring user profiles.
Software Component Architecture
The product is provided as add-on IVR software that is available to the application developer. No changes to your IVR platform hardware, operating system or application development tools are required and the product integrates very easily. Further, the pilot version of Adaptive Audio can be run on a small sample of production traffic to prove ROI prior to purchasing a license.
For further information on the technical implementation of Adaptive Audio, request a copy of one of our white papers by clicking on the link below.
