UNDERSTANDING SPEECH TECHNOLOGY
In deploying an effective speech recognition application, there are many important details to be considered. The following are a list of terms commonly used to describe the technology, including links to further information.
Barge-In
Barge in is the ability to interrupt the speech application with a response. Callers who use the system more frequently can avoid listening to their options and simply state what it is they are looking for. At the same time, those who are less familiar with the speech application will be provided with "helper prompts," to aid them in their transaction.
Grammar
Grammar in a speech application includes all the recognized phrases for a particular response. For example, a question seeking a yes or no answer, may also recognize when the caller responds with variations of these responses: yeah, yup, nah, nope... etc. It will also recognize natural speaking, such as the caller saying "ummm, yes." The application has a number of responses it looks for, and it listens to the caller for those responses. Our applications handle many different dialects, and recognize grammar specific to the regions where they are implemented.
Language Options
An additional feature of speech is the recognition of multiple languages. Speech applications can run concurrently in several language options including American English, American Spanish, French Canadian and more. VoicePort offers over 140 language options.
Tuning
Tuning is the process of customizing a speech application to your particular needs. No two people say the same word exactly the same. Tuning can include editing prompts and grammar to reflect regional dialects in order to improve the automation rates of your application. VoicePort engineers listen to recorded phone calls to hear where the errors occur, and make any necessary adjustments for better performance. A great deal of tuning occurs before offical deployment, but it is an on going process to continuously improve automation rates.
Voice User Interface
The Voice User Interface (VUI) is the most important aspect of any speech application. It is what differentiates a good application from a bad application. VUI's must be designed conversationally, and prompt the caller for logical responses. When the prompt is not enough, the VUI must provide the caller with additional support to guide them through their call successfully. When a caller fails to respond how the system expects, it is not the caller who has failed, it is the speech application. VoicePort's dynamic VUIs utilize a continuous improvement process. Our goal is to create the most efficient application possible, meeting both you & your customers' needs.
VXML
VoiceXML or VXML is the industry standard programming language for speech applications. VoicePort applications operate on a Genesys VXML platform, the leader in voice platform providers.
