One-size-fits-all doesn't work well
Every caller to an Interactive Voice Response (IVR) System has his or her own individual set of aural, speech, hand-eye coordination (as used in DTMF keypad entry) and content comprehension skills. Add to this environmental variables such as background noise, poor mobile phone signals and caller distraction and it becomes clear that each call to the IVR System is truly a unique interaction. With regards to comprehension, research shows that the average English-speaking rate is 130 - 200 Words Per Minute. This wide WPM range applies to 90% of the English-speaking population.
For complex material, a rate of 130 - 145 WPM may be required
For material of average complexity, 145 - 175 WPM can be optimal
For simple material, many listeners can accommodate over 175 WPM
Traditional IVR applications are "static" and make no dynamic adjustments for the real-time behavior of individual callers. As a result, all callers are handled in the same way regardless of their knowledge, experience, navigation skills and willingness to use your automated system. Without "tuning in" to a callers behavior during the call, real IT efficiencies are lost.
The Adaptive Audio software technology from Interactive Digital solves these problem by allowing an existing IVR to automatically tune-in to individual caller behavior during the call. The product dynamically adjusts the Speaking Rate (in Words Per Minute) and Audio Message Content 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 to communicate more effectively with each other during normal conversation.
The benefits of Adaptive Audio™ include decreased Average Handle Times (AHT) and increased Average Handle Rates (AHR) for Automated Calls, Increased IT Efficiency, reduced Telecom Costs, A Personalized Call Experience and increased Customer Satisfaction. The product is available for hosted solutions and open standards like VoiceXML and for proprietary, premise based IVR systems. Changes to the system hardware, operating system and/or application development tools are NOT required to implement Adaptive Audio and production pilots can be up and running in a very short time.
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The product is available for hosted solutions and open standards like VoiceXML and for proprietary, premise based IVR systems. Changes to the system hardware, operating system and/or application development tools are NOT required
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Add to this environmental variables such as background noise, poor mobile phone signals and caller distraction and it becomes clear that each call to the IVR System is truly a unique interaction.
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Traditional IVR applications are "static" and make no dynamic adjustments for the real-time behavior of individual callers. As a result, all callers are handled in the same way regardless of their knowledge, experience, navigation skills and willingness to use your automated system.
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Add to this environmental variables such as background noise, poor mobile phone signals and caller distraction and it becomes clear that each call to the IVR System is truly a unique interaction.
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