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Voice Recognition Terms

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by naveed

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I have had a great help in my new role as BA for Call Center environment (IVR) from Techrepublic so far. One more thing, I am still struggling with the terms, such as Persona, GSL, SLM and Disambiguation. If some one knows about these terms particularly about persona, please let me know.

Regards,

Naveed
Back Office Consulting Inc.
naveed@backoffice-solutions.com

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by taozensteve

Persona is the character or image that your voice prompts project to your caller before they interact with the customer service agent (CSA).

As you go through a call menu, is the voice that the customer hears young or old, male or female, trendy or traditional? Answer these and similar questions and you have your persona.

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