Interactive Voice Response

See also: IVR

In Telephony, a IVR (in English Interactive Voice Response ) is a system Informatique which dialogs with a person (in general appealing) by vocal interaction . IVR are more generally included in the category of the systems of dialog .

Principle

In IVR , the interactions consist, most of the time, in cycles during which the system diffuses a preregistered heading (Magnetic band or file audio) after which the person is invited to choose an option among a list of choice.

The choice can be carried out

  • by pressing a number on the keyboard of its telephone, which generates the signal DTMF associated with the key
  • by vocally stating a response envisaged of the list to choice, such as yes or not , that the system is able to recognize.

The last system generations use Voice synthesis to dynamically generate certain statements and the Voice recognition of natural languages to interpret the choices except list (open answers) and the questions to which l interlocutor wishes answers.

L´un of last the development, called Guided speech IVR , integrates at the same time a human computing system and agents.

Use

The IVR can be used in many services, such as the Banque, the appealing placement d´ordres, l identification d´un, l´achat of goods, etc…

The traditional responders are not regarded as IVR as long as the communication goes only in one direction (l´appelant a message leaves) whereas systems IVR offer an interaction to double direction. The more recent responders are IVR, because they allow a greater interaction, in particular in the management of the messages (consultation, suppression, filing, etc).

More generally the IVR are used as carries d´entrée d´un Center of call to identify the service required by l´appelant or to treat simple requests.

The IVR are often criticized as being not very useful and difficult to use because of their simplistic programming and their lack of reactivity at the requests of the appealing ones. A current measurement of the efficatity of a system d´IVR is the number of interactions necessary to satisfy the user's need (for example, the minimum number of questions to establish connections of l´appelant with the desired service).

Let us note that with the increasing use of the cellphones, a problem of size is the use of the IVR in sometimes disturbed mediums like the streets, which requires the use of models and more robust techniques.

Sources

Random links:Sporting youth of Fontenelles of Nanterre | Ignorance | Claude-Adrien Nonnotte | Kim Thayil | Armand Jean d' Allonville | Maki