Guided Speech ®
IVR™ or

Guided Self-Service™ Solution

 The guided speech ® ivr approach for call centers is a hybrid model that integrates live call center agents with all the advancements of speech in a new real-time approach for callers. this new approach creates a "safety-net", as the new role for the agent as a guide who assists the automation invisibly helps the caller using human intelligence and transcription to ensure the correct computerized service is provided.

This new approach follows a new trend in software and business solution design that integrates humans into complex applications that lack human understanding and intelligence. In telephone interactions, humans are much more effective at solving problems such as meaning, intent and context.

New types of dynamics are realized with technology like this: 1. a live guide agent, unlike a typical call center agent, can assist four or more callers at the same time.

2. when automation runs into a recognition problem, then the live guide agent can transcribe what the caller said and guide the system to the next appropriate action.

3. open ended questions can be asked in the automated call flow and live guide agents can listen and interpret, then guide the automation as to what action it should take.

4. higher gains in caller completion rates can be achieved due to the live assistance and "understanding" that the automation gains from the guide agent assistance.

Call Center Guide™ The human component in a Guided Self-Service Solution system is called a Call Center Guide™. This is the customer service representative that assists callers with speech self-service applications by listening to the utterances the speech recognition engine could not understand and directing the call for a complete transaction.
Non-Linear Call Flows Spoken designs whole language call flows modeled off of your greatest asset, your call center agents. Spoken call flows are designed for the Call Center Guide to gather information out of sequence, look up information and come back to things they did not understand, and keep the caller in the automation.

The result is that callers have much more natural and free flowing self-service experience without the interuptions that usually cause opt outs.

Agent-Assisted IVR™ This is the same definition as Guided Self-Service Solution. Here are some other terms to describe Guided Self-Service Solution: Human Assisted IVR, Assisted IVR, Assisted Speech IVR, Agent Assisted IVR, Guided IVR, Guided Self Service, Assisted Self Service, Assisted Speech IVR, Hybrid IVR, CSR Assisted IVR, Wizard of Oz IVR, Agent Assisted Automation.
Voice Workflow™ Engine This is the core element that controls the guided dialogs.
Speechforms® Solution for telematics and automated voice communications.
Intellisist ® Corporate name of Spoken Communications ®

 

 

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