Natural Speech IVR Services

How do natural speech IVR (Interactive Voice Response) services from West Interactive go above and beyond what most IVR solutions have to offer? Natural language IVR offers sophisticated language interpretation capabilities that allow customers to intuitively navigate an automated call system, resulting in increased customer satisfaction as well as enhanced call center productivity.

West Interactive has been delivering custom ASR (Advanced Speech Response) systems for over a decade, and recent breakthroughs in natural speech IVR have allowed us to continually refine our services.

Some of the nation's leading companies currently depend on West to provide them with natural language IVR services, allowing them to not only streamline their call center operations, but to increase the satisfaction and loyalty of their customer base at the same time.

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The Natural Speech IVR Advantage

Natural speech IVR offers numerous advantages over traditional voice-response systems based on touch-tone or directed dialog speech systems. While the most obvious benefit is that it allows customers to speak in their own voice, natural language IVR also enables more efficient call routing, fewer zero-outs, shorter menus, and so much more. Both you and your customers will immediately notice the improved efficiency. Here is a short list of key benefits that a natural speech IVR system from West Interactive can provide:

• Personalized experience
• Ability for customers to express themselves naturally
• Shorter menu options
• More efficient call routing
• Shorter overall call length
• Fewer zero-outs and inter-agent transfers
• Improved overall customer satisfaction
• Ability to integrate with and leverage existing customer contact investments
• Consolidation of 800 numbers into a single point of contact

Imagine that instead of having to listen to a long menu of possible call options, your clients could simply speak directly into the phone to tell an automated system what they're looking for. Imagine being able to simplify your menu options to take customers closer to their goals, with fewer zero-outs and shorter call lengths overall. Imagine developing a persona for your natural speech IVR system that reflects your corporate messaging goals, to help engage the customer while reinforcing your brand objectives. Imagine being able to streamline your call center processes while enhancing the customer experience at the same time. A natural speech IVR system from West Interactive can do all this and more.

Redefining IVR with Natural Language Speech Recognition

At West Interactive, we continue to redefine our IVR applications through advances in natural language speech recognition, taking traditional IVR and ASR applications to new levels of performance. While touch-tone IVR solutions can be ideal for handling basic client requests, as the level of services and/or products your company offers continues to expand, you demand an automated IVR solution that's able to handle more complex inquiries. Instead of presenting customers with an endless sea of menu options, a natural language IVR system allows you to comprehensively streamline call menus and protocols for call routing.

One of the primary benefits of a natural speech IVR system is the enhanced customer experience that it provides. Instead of using impersonal touch-tone systems or being limited by the "yes" or "no" type responses typical of direct dialogue speech applications, natural language IVR allows customers to talk to your IVR system in their own voice. Whether they "need help resetting my pin number" or "want to check the status of my order", natural speech IVR allows customers to tell you, in their own words, exactly what they need help with. For the best of both worlds, West Interactive can easily integrate natural speech IVR with touch-tone services as well, while also allowing customers to speak to a live agent at any time.

Developing a Natural Speech IVR Solution

At West Interactive, our Expert Solutions Group will work with you to develop a customized natural speech IVR solution. For our customized IVR services, we employ a proprietary research and development process that helps us identify your unique business needs, and develop your solution around them. Natural speech IVR development requires the assistance of experienced project managers, speech scientists, and grammar and tuning experts that understand how to make natural language speech recognition work for you. There are no out-of-the-box solutions here at West Interactive; instead, we customize solutions to your unique business needs, whether they be for touch-tone IVR, natural speech IVR, or both.

West Interactive - Your Partner in Natural Speech Recognition

Our commitment to innovation and technological advancements is what makes us the current leader in automated customer contact solutions. From our world-class network operations center (currently the industry's largest and most robust) to our support of cutting-edge technologies for natural speech IVR, we're committed to bringing you real solutions, with real results.

For more information about our natural speech IVR services, we encourage you to contact a West Interactive representative today.

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