Voice identification enters the IVR system
Yang Azhao 2000/12/07
Recently, the most popular topic about IVR systems is undoubtedly the introduction of speech recognition software, and it improves the efficiency of the IVR system on the one hand, and it has greatly enriched the interface of the IVR system. Initially, IVR System (Automatic Voice Answer System) caused the call center to pay attention because it responded to the keyboard using the keyboard using the keyboard, which can obtain information without the help of the representative. Before sending a call to the seat, the IVR system can help call the center to identify the nature of the user and its request. This way, the IVR system saves many funds for the call center by making these telephone calls. Button IVR is confident in a traditional IVR system in a traditional IVR system, and the user and system interaction is the keyboard of the phone. Typically, after entering the IVR system, you will hear the relevant voice prompt menu, according to your needs, you can press the button on the keyboard. The system transmits the user through the DTMF signal, and also transmits the user's request to the system to trigger relevant voice information. Thus, for some common user requests, the call center system can be processed through the IVR system without the need to pass the intervention representative of the seat, which greatly improves the efficiency of the call center. However, the limitations of the key IVR system are also obvious. Especially for the user, it will feel more inconvenient when actual use. First, after listening to the speech prompt menu of the large section, the user needs special stop, press the limited number button on the phone, and performs the corresponding selection, then continue to listen to the next period of voice prompt. If you encounter a simple query; if it is a multi-level query, the user needs to keep listening to the prompt, then select the button, then listen to the prompt, then select ... Multiple selection, can get the required information. This is obviously laid in the call center of "Customer Service" as the core. Second, we all know that traditional phones can only pass DTMF signals, transmit limited numbers and symbol buttons. This allows the user to limit the interaction interface of the system, and the IVR system's information query range is quite narrow, which can only be a variety of programs and information. Once the user has some small requests, but is not the content covered by pre-recording information, he has to help the seat representative. Therefore, the traditional button IVR system is also limited in terms of reducing the workload of the seat of the call center system and improves working efficiency. Delivering a request for a multi-party limitations of the key IVR system, a development trend of the IVR system in recent years is: use speech recognition (ASR) technology to enter user requests through voice, which also has become a rich center of call center. Attractive choice. It is obvious to introduce voice recognition techniques to the IVR system. On the one hand, speech recognition for IVR systems can accelerate the speed of things, and these things are often relatively complex, so that automation cannot be implemented in conventional button IVR systems. For example, when booking a plane ticket, in the button IVR system, it is unrealistic to list the possible departure and arrival cities. But if you don't list all flight related information, users are unable to accept this service. When there is a voice recognition system, users only need to say their starting point and the city name of the end point. At the same time, the introduction of speech recognition technology has also greatly enriched human-machine interaction interface, the interaction mode of users and IVR systems became flexible, and users can directly interact with voice. Due to the use of voice and natural language, when using the IVR system, just as direct communication as the waiter, continuously say its requests and choices, avoid frequently pressing frequent buttons in the key IVR system. In addition, introduction of speech recognition technology is also conducive to the operation management of the call center.
