What is the difference between automated response systems and speech-enabled systems?
Speech-enabled systems go one better than
traditional automated response systems --
they allow your call center response system
to recognize verbal customer commands.
What is the difference between automated response systems and speech-enabled systems?
Traditional automated response systems (ARS) accept
input through touch-tones. Also known as Interactive
Voice Response or IVR, these systems present the caller
with a series of choices from which he or she can select.
The choices made at any point in the call dictates the
choices that are presented next. Speech-enabled systems,
however, can accept human language commands through
speech recognition technology.
Unlike touch-tone based services, speech recognition
can handle more sophisticated tasks and requests based
on the application design. Instead of extensive menu
trees, callers use the power of their own voice to more
easily make requests or complete self service transactions
in a user friendly and intuitive way.
Today's businesses are smartly leveraging speech recognition
technologies for their contact center to speed access
to information, improve responsiveness, and make the
caller's experience as friendly as possible.
To read more about speech-enabled systems and how they
are used in the call center, go to
http://www.avaya.com/speech.
