Traditional speech applications are “static” and make no dynamic adjustments for the real-time behavior of individual callers. As a result, all callers are handled in the same way regardless of their knowledge, experience, navigation skills and willingness to use your automated system.
Without “tuning in” to a callers behavior during the call, real IT efficiencies are lost. As shown in Figure 2, this can lead to consequences in terms of customer satisfaction and the costs associated with the handling of automated calls.
Auditory processing is an individual thing
Human conversation is a dynamic and highly individualized process
Research shows that the average English-speaking rate is 130 - 200 Words Per Minute. This wide WPM range applies to 90% of the English-speaking population.
• For complex material, 130 - 145 WPM may be required
• For average complexity, 145 - 175 WPM can be optimal
• For simple material, well over 175 WPM is possible
Listeners can be lost to boredom, lost to complexity or fully engaged in a conversation based on the speaker’s ability to deliver all types of material at the optimal rate for each listener.
Good communicators are aware of this and continuously monitor their audience. They periodically adjust their conversational pace, verbal content and emphasis to get the message across effectively and efficiently.
They make these adjustments in an instinctive, fluid and natural way, thereby quickly “tuning in” to establish optimal harmony with the listener and keeping them fully engaged in the dialogue.
Adaptive Audio dynamically adjusts the Speaking Rate (in Words Per Minute), Audio Content and other IVR parameters in real-time based on individual caller skills.
With Adaptive Audio added to your Voice Applications, each callers speech and/or DTMF responses are continuously monitored for speed of entry and accuracy in real-time, node-by-node in the application script. Intelligent adjustments are made as to when, where and by how much to make adjustments based on these skills.
The benefits of Adaptive Audio include decreased Average Handle Times (AHT) and increased Average Handle Rates (AHR) for Automated Calls, Increased IT Efficiency, reduced Telecom Costs, A Personalized Call Experience and increased Customer Satisfaction.