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  • 1.  Speech recognition in IVR call flows

    Posted 05-05-2019 21:53
    No replies, thread closed.
    Hi,
    Is anyone using the speech recognition in their IVR call flows?
    How do you and your customer find it?

    We are considering moving to the speech recognition within our flows, do you have any tips or advice when adding speech recognition?
    Currently we operate based on the key button press.

    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #Self-Service

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    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
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  • 2.  RE: Speech recognition in IVR call flows

    Posted 05-08-2019 08:02
    No replies, thread closed.

    In the Architect you can enter the text to listen for on a particular menu option.



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    Matt Kinsey
    WaterStreet
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  • 3.  RE: Speech recognition in IVR call flows

    Posted 05-08-2019 09:49
    No replies, thread closed.
    Hey, Darryn,

    One thing I have found that I need to be careful with is enabling a Speech Rec option (whether the Company Directory or a specific menu) for the entire flow. If something is enabled for the whole flow, if the caller says anything (cough, comment to a colleague of their kids while in IVR, whatever) the system tries to interpret what they said and often comes back with the error message (e.g., "Sorry, I didn't catch that" or whatever you have set up).

    So, use that option judiciously and use the Speech Rec settings to tune the sensitivity.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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