The success of IVR is measured by:
- Absorption rates – how many calls are resolved without the involvement of a call handler
- Correct routing – how many calls are routed correctly
- Positive impact on customer satisfaction
Fonetic Human-IVR™ has been built using best of breed standard voice xml programming and the following technologies:
- Speech recognition
- Statistical technology
- Customer behavior knowledge
IVR call flows are created in a variety of ways. Legacy IVR depended upon proprietary programming or scripting languages, whereas modern IVR applications are generated in a similar way to web pages, using voice xml standards.
The Fonetic xml driven applications means we can develop applications quickly and in compliance with the best practices for usability and accurate results.
Each Human-IVR™ implementation or project is developed specifically for you and your business needs – this means it’s essential that we can develop your bespoke solution as quickly as possible and to exacting standards.
Evolution of Speech Recognition
Early IVR solutions worked on tone. This is where the IVR played a welcome message and offered callers options to dial on their keypad. This system was unintuitive and, as the options were grouped according to the organization of the company, and not the users requirements, it was not as effective as the solutions we have today.
Keyword recognition. With the introduction of speech recognition technologies, IVRs were able to distinguish key words such as yes, no, balance, bill and numbers. The caller no longer had to press the digits on the phone keypad, but could verbalize the reason for their call.
Then came multi-slot. The development of automatic speech recognition (ASR) allowed for more complexity of recognition that enabled the user to uses phrases, such as “I want my last bill”, “top up my cellular with $10.”
Finally, open question arrived and provided language recognition. The sophisticated statistical technology and the flexible parameters that control the technology enabled IVR to evolve to open question, where the caller can naturally verbalize their needs – in the same way when talking to a call handler, such as “I don’t remember what my pin is and my phone is blocked.”
And now we have developed Human-IVR™. This IVR combines the most accurate recognition and natural language of the open question technology, which results in a flawless user experience and the caller thinks that they are speaking to a human.
From the moment the caller starts to speak, within milliseconds, the call is transcribed so that the possible routing options can be analyzed. Human-IVR™ can route a call to a possible 105 different destinations, making the solution extremely accurate. This is achieved by using sophisticated techniques and a combination of probabilities and possibilities to understand the possible routing options ensuring that the best route is chosen.
Customer Behavior Knowledge
The non-collaboration module identifies and analyzes non-collaborative behavior of callers who try to over-ride the system. Some callers may have had experiences where IVR solutions had limited options and the caller was left thinking that the call routing solution did not work.
When the module identifies a non-collaborative caller it will use techniques to encourage the caller to cooperate. Once the caller has an improved experience, the caller will be more willing to utilize the system the next time and each subsequent time that they call.
When a caller’s response is not specific enough the system will ask the caller for more information to be able to route the call effectively. For example, if a caller simply says they are calling about their card, the system will provide options relating to card, such as credit card, sim card or whatever card that is linked to your business.
Fonetic Human-IVR™ is supported in 79 languages and can be deployed in several ways:
- Fully installed on premise
- Hosted off site – offered as software as a service (SAS)
- Fully outsourced
You can also add a survey module that gathers quantitative and qualitative feedback from your customers through outgoing calls and SMS and provides an analysis of this feedback using our accurate Speech Analytics and Text Analytics tools.