Interactive Voice Response (IVR) systems are widely used to provide automated call handling for businesses. But sometimes for the caller, remembering which digit to press to connect to a certain department is not so straightforward, and can be time consuming. In addition, with the prevalence of smartphones, it can be somewhat annoying to have to listen to the prompts, then bring up the numeric keypad display on the phone before you can enter your digit choice. Wouldn’t it be simpler if the caller could just speak the name of the department they required or speak the digits of a PIN code? Well, they can, using automated speech recognition technology, ASR.
Aculab have now brought speech recognition capabilities to the Aculab Cloud platform, which will allow developers to quickly build a speech-enabled IVR in a wide variety of programming languages. This new speech recognition feature currently has a vocabulary that would meet the needs of customers wishing to offer a speech-based replacement for the DTMF keypad on phones, and would allow the recognition of numeric digits and any word in multiple languages in the long term, but will initially roll out with English recognition only.
- Recognition of department names
- PIN number recognition
- Last 4 digits of SSN
- Staff names
- Financial transaction types – Balance, Savings, Loan, BPAY
- Town/City recognition – e.g. cinema times for your local town
If you would like to try the new feature, it is now live. You can find out more on the ASR page of the Aculab Cloud portal.