Q: What is Speech Enabled IVR?
A: NEXGEN Natural Dialog is the body of products that helps you build fast, reliable, and automated customer service structure through alternative distribution channels like speech enabled IVRs or chatbots.”
Q: How does speech enabled IVR work?
A: Speech enabled IVR uses state-of-the-art speech recognition technology to transcribe what customers have said and a natural language understanding (NLU) module to understand customers and help them reach their desired destination
Q: Does this mean that I can get rid of my dial tone IVR menu forever?
A: By and large, yes. NEXGEN’s Speech Enabled IVR will understand, guide, and help your customers complete their transactions smoothly without talking to any of your live agents.
Q: How does Speech Enabled IVR work?
A: NEXGEN’s Speech Enabled IVR integrates with your IVR infrastructure and replace dial tone scenarios with verbal commands.
Q: What is the decision tree like?
A: With the right training, yes, but we recommend that you let us do the work in this crucial first step. After that, you will be able to make changes in the designed tree.
Q: Do we also have to define numbers, dates, etc.?
A: Speech Enabled IVR has dynamic fields like numbers, dates, names, cities, etc.; you can also define any dynamic fields that are specific to your business, such as card names.
Q: Can Speech Enabled IVR also respond personally?
A: Yes; you can define different responses for different segments and have the Natural Dialog IVR use them.
Q: What should we do if Speech Recognition transcribes certain words incorrectly?
A: We recommend periodically fine tuning the live system, including work to maintain high speech recognition accuracy and CCRs.
Q: How much will I save if I choose NEXGEN Speech Enabled IVR?
A: This product drives efficiency and saves you money. Most customers start seeing savings in these areas soon after the product goes live.
Q: How is Speech Enabled IVR priced?
A: The pricing depends on a few parameters: the first one is number of simultaneous speech recognition ports that transcribe customers’ spoken words into text.
Q: Can we see Speech Enabled IVR in a proof of concept (PoC) project?
A: Speech Enabled IVR has its own live customers whom you can call to have a real experience. Our sales team will gladly help you test our demos and interfaces so that there will be no need for a PoC project.
Q: Does Speech Enabled IVR run on virtual machines?
A: Yes, the product components can be installed on virtual machines.
Q: Will everyone see the entire interface and listen to all the calls?
A: NEXGEN’s Natural Dialog interface features detailed user authorization; you decide who sees what.
Q: What should I do if I have questions or problems with Speech Enabled IVR?
A: We hope you won’t have any problems, but if you do we offer 8x5 (eight working hours per weekday) or 24x7 support options for our customers. Our support team will be ready to meet your needs.
Q: How long does it take to create a Speech Enabled IVR project?
A: The exact time frame depends on the scale and scope of your project, In addition, manual transcription of sample recordings, supplying resources and third-party vendor IVR redesign are all key initial steps in a project.