Tech & Work

Using an Adaptive Voice User Interface to Gain Efficiencies in Automated Calls

Date Added: Aug 2009
Format: PDF

Traditional speech applications are "Static" and make no dynamic adjustments for the real-time behavior of individual callers. As a result, all callers are handled in the same way regardless of their knowledge, experience, navigation skills and willingness to use the automated system. With an adaptive approach, automated IVR systems continuously monitor individual caller behavior during each call to the system. Specifically, speech and/or DTMF responses (such as entering account numbers, entering a PIN, making selections from menus, etc.) are monitored for speed and accuracy in real-time, node-by-node in the call script.