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news and services!
14 October meeting was a success!
Daniel O'Sullivan's presentation, Applied voice recognition technology: Using
adaptive technology and heuristic models to personalize automated
calls, was informative and timely. The presentation is now available for download on our event calendar page. The abstract for the talk is as follows:
Using Adaptive Technology and Heuristic Models to personalize
automated calls and improve the efficiency of Interactive Voice
Response (IVR) systems.
Interactive Digital's patented Adaptive AudioTM IVR Software product
dynamically adjusts the Speaking Rate (in Words Per Minute), Audio
Content and key Automated Call Optimization Parameters of Voice
Applications in real-time based on individual caller skills.
This personalizes the call experience as it happens, creating a
friendlier, more efficient, more responsive and far more productive
customer experience. The process emulates what humans do naturally and
instinctively during normal conversation.
The benefits of Adaptive AudioTM include reduced Average Handle Times
or AHT (by 7% -15% or more), increased Average Handle Rates or AHR (by
1.5% or more), Increased IT Efficiency, reduced Telecom Costs, A
Personalized Call Experience and increased Customer Satisfaction. This
has the potential to save millions of dollars per year for IT
organizations via a simple software add-on for the Voice System.
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