Increasing the use of Speech in the IVR
In my February 1, 2011 blog entry “Input modality smarts for your voice apps“, I talked about how Best Modality Signaling can help reduce caller frustration and increase call automation rates.
That blog entry related to voice application dependent modality issues.
Today I want to talk about caller dependent input modality issues.
While specific interaction points in the voice application dialogue lend themselves better to one form of input modality over another (Speech vs DTMF), individual callers and the environments from which they are calling come with their own sets of preferences. A well designed voice application will generally encourage a caller to use the optimal input modality based on the type of information being requested. Generally, this type of application will also allow for the fact that the caller may be calling from a noisy background or that they simply do not speak clearly enough for the recognition engine to make reasonably confident decisions about the recognized speech utterances. Read more…
Recent Comments