Guided speech IVR
From Wikipedia, the free encyclopedia
The Guided Speech IVR approach for call centers is a hybrid model that integrates live call center agents with all the advancements of speech in a new real-time approach for callers. This new approach creates a "safety-net", as the new role for the agent as a guide who assists the automation invisibly helps the caller using human intelligence and transcription to ensure the correct computerized service is provided.
This new approach follows a new trend in software and business solution design that integrates humans into complex applications that lack human understanding and intelligence. In telephone interactions, humans are much more effective at solving problems such as meaning, intent and context.
New types of dynamics are realized with technology like this:
- A live guide agent, unlike a typical call center agent, can assist four or more callers at the same time.
- When automation runs into a recognition problem, then the live guide agent can transcribe what the caller said and guide the system to the next appropriate action.
- Open ended questions can be asked in the automated call flow and live guide agents can listen and interpret, then guide the automation as to what action it should take.
- Higher gains in caller completion rates can be achieved due to the live assistance and “understanding” that the automation gains from the guide agent assistance.
Articles
Phone Self-service Gets Human Assist, Avoids Big Brother[1] articles.
- ^ "Phone Self-service Gets Human Assist, Avoids Big Brother", TMCnet, July 11, 2006.
