Personalized IVR system in contact center

Author

Soujanya, Mudili ; Kumar, Sarun

Author_Institution

Dept. of Comput. Sci. Eng., Int. Inst. of Inf. Technol., Bhubaneswar, India

Volume

1

fYear

2010

fDate

1-3 Aug. 2010

Abstract

One of the important challenges in today´s contact center solution is to provide the service to the customer in a cost effective manner without disregarding the customer This paper describes the implementation of Personalized IVR system in Contact Center. Personalized IVRs are used to provide self service to the customer so as reducing the burden from the customer care representatives also called as agents. The Personalized IVR we are talking about is a speech enabled IVR. To develop Personalized IVR system, Speech Application Software Development Toolkit (SASDK) has been used to provide an efficient speech interface, ASP.NET 2003 to supply the requested information to the Microsoft Speech Server (MSS) and interact with the database to process the request of the customer. To estimate its performance we have done the analysis of the speech recognition for the Personalized IVR system.

Keywords

call centres; customer services; interactive systems; service industries; speech recognition; speech-based user interfaces; ASP.NET 2003; Microsoft speech server; SASDK toolkit; contact center solution; cost effective manner; customer care representatives; personalized IVR system; personalized interactive response system; self service; speech application software development; speech enabled IVR; speech interface; speech recognition analysis; Correlation; Databases; Engines; Grammar; Servers; Speech; Speech recognition; Interactive Voice Response systems (IVRs); Personalized Interactive Response systems (PIVRs); call center; speech user interfaces;

fLanguage

English

Publisher

ieee

Conference_Titel

Electronics and Information Engineering (ICEIE), 2010 International Conference On

Conference_Location

Kyoto

Print_ISBN

978-1-4244-7679-4

Electronic_ISBN

978-1-4244-7681-7

Type

conf

DOI

10.1109/ICEIE.2010.5559673

Filename

5559673