Automation: How voice systems simplify your telephone support

What is an Interpreted Voice Response System (IVR) and how does it work?

“If you have questions about the product, press 1 . If you have questions about the invoice, press 2.”We all regularly have experience with the IVR  system of a telephone nigeria phone number library  hotline: Callers can narrow down or pre-qualify their request by pressing a button on the telephone keypad (DTMF) or by repeating certain words. Depending on their selection, they are automatically forwarded to the right contact person or the desired department.

Using natural language, this dialing process is even easier. Callers can freely state their request or the department they want to be connected to. Sophisticated speech recognition software recognizes what is being said and processes this information further.

This means that Interactive Voice Response systems can be used bidirectionally . On the one hand, you can have written text output as speech, or you can transcribe spoken words into text. Both variants are used in modern .

Attention: Do not confuse voice dialog systems with voice assistants such as Siri, Alexa & Co.! Voice assistants are software systems that enable the query of information in natural language, conduct dialogues and provide assistance services. In contrast, the scope of voice dialog systems is limited to a specific function, e.g. order acceptance, database queries, call forwarding, etc.

But the application area of ​​voice dialog systems is far from over! In this blog post, we have put together how IVR systems simplify and improve your telephone support.

How your company benefits from a voice dialog system

• Standardized and frequently recurring service processes can be easily mapped – you save time and money in customer service!
• Incoming calls are managed efficiently – a must to handle high call volumes!
• Automation will reduce the workload on your employees .
• Your telephone support will be faster and more targeted – your customers will be connected to the right contact person straight away. The shorter waiting time increases customer satisfaction and strengthens customer loyalty .
• Certain concerns (e.g. orders, complaints) or customer groups (e.g. gold, silver, VIP customers) can be given priority treatment.
• Employees, locations and service providers can be deployed in a more specialized manner through pre-selection according to topics/issues – this increases competence and reduces training effort.
• IVR information can be transferred to your CRM software – you get to know your customers better!
• By querying specific customer information (e.g. customer number), the correct customer record can be opened immediately on your call center agent’s screen.
• Using online statistics, you can learn more about call behavior and continually optimize your telephone services .

This is how much time and resources a voice dialog solution saves on support hotlines

Practical example: For a yuutel customer, more than 40% of 1,000 calls were handled using an automated voice dialog solution. This means that no agent was busy and there were no follow-up questions. On average, one of these calls lasted 1 minute without consultation. The remaining 60% of calls required an average consultation time of 7 minutes and 15 minutes. This results in a total time saving of 2,500 minutes!

Another plus point: The pre-qualification of the voice dialog solution already resulted in a time saving of 15%. Before the introduction, an advisory call took more than 8:30 minutes.

Not to forget: the consultants could be used for other activities – a clear benefit for every contact center!

Voice dialog systems help save time and resources in telephone customer support in several ways. Graphic: yuutel

Of course, these values ​​can vary depending on the structure of the voice dialog solution, the complexity of the issues to be resolved or the percentage of automated processing. However, the above example shows how much more you can get out of your telephone customer support! We would be happy to inform you about the exact options for your company.

At this point we take a closer look at the technologies behind a modern voice dialogue system: text-to-speech and speech-to-text.

What is text-to-speech and how does it work?

( text-to-speech) is the technology that creates a human-sounding speech output from a written text . The user enters a written text and the TTS engine creates an acoustic speech output that is as close as possible to that of a human speech melody. In other words: the software reads the text out loud (“reading machine”).

Text-to-Speech technology is a real game changer for more efficiency in customer support! In telephone customer service, the same questions are often asked over and over again – and employees have to “regurgitate” the same answer over and over again. With the help of a voice dialog system (IVR), you can answer such queries automatically by having this information reproduced by a TTS engine.

Here’s how you can use text-to-speech intelligently:

• Your company is faced with recurring questions that are always answered the same way
• You want to provide customers or partners with barrier-free information (e.g. text output instead of SMS)
• Your company has to carry out product recalls and receives many calls on the same topic
• You must inform your customers quickly about changed product information
• You want to changead hoc without having to hire a professional speaker every time

• What is Speech-to-Text and how does it work?

However, if you are asked for a multi-digit customer url and then check the number, booking number or package number in the IVR menu of a hotline and have to enter this ad hoc on a telephone keypad, it can quickly become stressful! After all, you only have a few seconds to do this and have to type in the correct key combination on the first attempt.

With Speech-to-Text, you can enable your callers to simply announce a customer number, etc. and thus pass it on by voice .

Speech-to-text therefore enables a much more dynamic menu navigation than in the case of a static DTMF menu. By now you are probably thinking of a few scenarios about how you could implement this technology not only for your own telephony services – but also how you could improve nerve-racking third-party hotlines in one fell swoop!

Here’s how you can use speech-to-text intelligently:

• Transcription of a telephone consultation
• Transcription of an answering machine message
• Recording and processing of a special customer request
• Targeted information about a specific product
• processing of customer data

5 Quick Tips for Automate Your Voice Dial Menu

Companies that use an IVR menu with a voice system benefit from more satisfied callers. To achieve this, you should ensure that the design is user-friendly:

1. Keep IVR menus short and compact! Too many selection options and nested levels confuse your callers and often lead to the call being canada data aborted. 4-5 options are the maximum! Also make sure to use short, precise names – after all, your callers cannot interrupt the voice output.
2. Be clear! Your callers can only make a targeted selection if they know what the individual items in the language selection menu mean. So use clear keywords and categories and have them confirmed with test calls if necessary.
3. Don’t overwhelm your callers! Use text-to-speech or speech-to-text consciously and don’t overdo it. Also remember that people have to process what they’ve heard first – so give your customers the time they need to say something in the selection menu.