04-04-2012, 12:25 PM
PERSONALIZED IVR SYSTEM IN CONTACT CENTER
[attachment=19432]
ABSTRACT
Interactive Voice Response (IVR) system is an electronic device through which information is
available related to any topic. IVRS allow callers to interact with your communications system
over the telephone by providing a voice response to the customers & guiding them to the
information they require. The customers can call up any institute such as banks, universities,
tourism industry & obtain any information by simply pressing certain button on his telephone
as per the guidance of the voice fed into the computer.
INTRODUCTION
Interactive Voice Response System (IVRS) is one of the most important breaks through in the
field of telecommunication. Interactive Voice Response (IVR) system is an electronic device
through which information is available related to any topic. IVRS allow callers to interact with
your communications system over the telephone by providing a voice response to the
customers & guiding them to the information they require.
A BRIEF HISTORY
IVRS began with a speech synthesis project at Bell Labs in 1936 that resulted in a device
called "the Voder" which was demonstrated at the 1939 World's Fair.
A link between speech and mathematics resulted in a breakthrough, in the early
1970s.Leonard E. Baum, and Lloyd R. Welch, invented an approach to recognition based on a
statistical concept called the Hidden Markov Model. The Baum–Welch algorithm is used to
find the unknown parameters of a hidden Markov model.
TOUCH TONE IVRS
The most common way for a phone to communicate with a computer is through the tones
generated by each key on the telephone keypad. Communication is by means of tones
produced by pressing each key on the touch-tone keypad of the telephone. These are known
as dual-tone multi-frequency (DTMF) signals.
SYSTEM ARCHITECTURE
The customer interacts with the IVR and its applications make uses of the database and
various servers to provide the personalized service to the customer depending upon its choice
of menu.
WEB SERVER
The Web server stores an ASP.NET application, built using new type of Web control called
Microsoft ASP.NET Speech Controls.
These controls use the same framework as the GUI Web controls we’re familiar with. They’re
accessible from a toolbox similar to the Web controls that we use today. The difference is that
they render speech specific markup to the client rather than the HTML.
APPLICATION DESIGN
It comprises of four modules:
· Application module for the personal data of users
· Self-service module
· Personalized menu maintenance module
· Grammar module
ADVANTAGES
The benefits an IVR provides to the contact center are twofold.
· Provides 24/7 cutting out the common problems caused simply by human error.
· Contributes significantly in reducing the amount of costly human resources.
CONCLUSION
IVRS has helped businesses immensely to transform them from BRICK AND MORTAR to
CLICK AND MORTAR. It has been long enough that businesses were using IVRS, but there
always exist a scope of improvements towards perfection. IVRS is also adding new
technologies in its armour.
[attachment=19432]
ABSTRACT
Interactive Voice Response (IVR) system is an electronic device through which information is
available related to any topic. IVRS allow callers to interact with your communications system
over the telephone by providing a voice response to the customers & guiding them to the
information they require. The customers can call up any institute such as banks, universities,
tourism industry & obtain any information by simply pressing certain button on his telephone
as per the guidance of the voice fed into the computer.
INTRODUCTION
Interactive Voice Response System (IVRS) is one of the most important breaks through in the
field of telecommunication. Interactive Voice Response (IVR) system is an electronic device
through which information is available related to any topic. IVRS allow callers to interact with
your communications system over the telephone by providing a voice response to the
customers & guiding them to the information they require.
A BRIEF HISTORY
IVRS began with a speech synthesis project at Bell Labs in 1936 that resulted in a device
called "the Voder" which was demonstrated at the 1939 World's Fair.
A link between speech and mathematics resulted in a breakthrough, in the early
1970s.Leonard E. Baum, and Lloyd R. Welch, invented an approach to recognition based on a
statistical concept called the Hidden Markov Model. The Baum–Welch algorithm is used to
find the unknown parameters of a hidden Markov model.
TOUCH TONE IVRS
The most common way for a phone to communicate with a computer is through the tones
generated by each key on the telephone keypad. Communication is by means of tones
produced by pressing each key on the touch-tone keypad of the telephone. These are known
as dual-tone multi-frequency (DTMF) signals.
SYSTEM ARCHITECTURE
The customer interacts with the IVR and its applications make uses of the database and
various servers to provide the personalized service to the customer depending upon its choice
of menu.
WEB SERVER
The Web server stores an ASP.NET application, built using new type of Web control called
Microsoft ASP.NET Speech Controls.
These controls use the same framework as the GUI Web controls we’re familiar with. They’re
accessible from a toolbox similar to the Web controls that we use today. The difference is that
they render speech specific markup to the client rather than the HTML.
APPLICATION DESIGN
It comprises of four modules:
· Application module for the personal data of users
· Self-service module
· Personalized menu maintenance module
· Grammar module
ADVANTAGES
The benefits an IVR provides to the contact center are twofold.
· Provides 24/7 cutting out the common problems caused simply by human error.
· Contributes significantly in reducing the amount of costly human resources.
CONCLUSION
IVRS has helped businesses immensely to transform them from BRICK AND MORTAR to
CLICK AND MORTAR. It has been long enough that businesses were using IVRS, but there
always exist a scope of improvements towards perfection. IVRS is also adding new
technologies in its armour.