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Market Pull for Intelligent Speech

Bruce Balentine discusses the “Market Pull for Intelligent Speech” – delivered at the Sixth Annual EUCog Members Conference (European Network for the Advancement of Artificial Cognitive Systems, Interaction and Robotics), Genoa, Italy, October 18, 2014

Market Pull for Intelligent Speech was last modified: July 20th, 2015 by Ed

Will speech recognition solve our usability problems?

Other companies have spent the last 20 years believing that speech recognition will solve all IVR problems, just as soon as it is able to understand callers a little better.  But even with the vast improvements in accuracy, poorly designed speech IVR systems are still being disconnected.

EIG has always focused on solving real challenges associated with self-service over the telephone.

  • Telephone dialogues are driven by a time-based user interface
  • Managing time and human memory are the core issues

EIG methodologies stabilize IVR and speech recognition user interfaces while optimizing IVR self-service and call steering performance.

EIG has proven that speech technology is effective when applied to proper telephone user interface design, which includes effective use of mixed-mode speech / touch-tone ShadowPrompt® scripting methods.

EIG solutions increase IVR performance and satisfaction for the caller, while eliminating exposure to errors such as “I’m sorry, I didn’t understand. Please repeat.”

Are callers saying these things about your speech IVR?

Will speech recognition solve our usability problems? was last modified: July 20th, 2015 by Ed

What is visual IVR? Will it help?

Visual IVR - Click To Dial“Visual IVR” can mean a number of different things and might range from a simple click-to-dial page in a mobile application to a visual display synchronized with a telephone call.  In most cases, Visual IVR requires that the caller has a Smartphone (e.g. iPhone), but it can also be achieved by linking a telephone call with the visual display on a tablet or PC.

EIG has helped clients understand what their callers expect from different types of “Visual IVR” implementation:

  • Click-to-dial
  • Call interception (launch an app when the caller dials your call center)
  • Integration of mobile or web authentication with call center authentication
  • Mobile- or web-initiated callback
  • Visual call steering

Will it help?  There’s no one-size-fits-all answer, but that’s a very good question to explore by way of our IVR Strategic Planning or Video Usability services.

 

What is visual IVR? Will it help? was last modified: July 20th, 2015 by Ed