Automatic phone call processing system
Many companies have certain numbers of staff who are constantly in demand to respond to questions and service related problems. In most of the cases these processes can be automated, in full or in part, by implementing automatic phone call processing systems, thereby considerably reducing the сosts for support services. This is applicable for any organization with customer support systems.
The core of this system is a facility which provides speech assisted features to callers who use a regular or software phone for connecting to corporate telecoms hardware. The speech control application is capable of handling the call state, and is able to interrupt the call and to acquire notifications when the call is answered. In addition, the speech control application prompts the caller and recognizes the input to perform further actions. The control application provides menu dialogs, login features and full service. These systems are designed to be able to deal with many problems: customer account information access, product locator, troubleshooting guides, ordering systems, employee or customer PIN/password reset, etc. These systems can be used in technical support departments, sales departments and information services.
These systems employ advanced voice recognition and voice generation modules. The last one allows for the generation of natural speech, in many different languages and with an intelligent voice recognition core, therefore allowing for recognition “on-the-fly”. That means there is no requirement to create a pause between words, or to try and pronounce words in a deliberate and unnatural way. The system is able to fully recognize the normal flow of human speech. These systems utilize the functionality of Microsoft Speech Server and .NET technology.