-
Tuesday, December 15, 2009
All too often IVR systems get blamed for a poor user experience. The impulse to blame the user interface for a poor customer experience is common, and quick to gain traction (everyone's got a favorite IVR-flaw story). Unfortunately, many people don't take into account the type of device being used by the caller or the environment they are calling from. In general, IVR systems work very well when they are properly designed. With that being said, here are a few examples of devices and environments that are not well suited for IVR use. Enjoy. Telephone Failures
Full story
Posted by:
Message Technologies, Inc.
Category: IVR
Tags
speech recognition
IVR
VUI design
speech technology
-
Friday, November 13, 2009
A couple of months ago we dropped our traditional landline and began using the AT&T U-verse voice service. Shortly after that I discovered my wife’s unusual superpower. It started innocently enough - we chat on the phone a few times during a day. That’s normal, right? I should mention my wife is a multi-tasker and has a habit of resting the cordless phone on her shoulder as she types on a keyboard, rinses dishes, or performs an appendectomy. Often her cheek or chin would touch the keypad and voila, I would hear random touch tones. After our switch ...
Full story
Posted by:
Message Technologies, Inc.
Category: From the CEO
Tags
conversations
speech technology
-
Thursday, August 20, 2009
A new patent has been awarded to Charles Humble of the National Institute for Truth Verification (NITV) that establishes numerical values to stress levels experienced when lying, even using recorded speech. Read the entire article here. The NITV markets the Computer Voice Stress Analyzer (CVSA I and CVSA II) , which purports to be 96%-98% accurate at discerning truth from fiction. It has been marketed primarily to law enforcement and military intelligence agencies, thus far. It uses an algorithm to analyze and graph frequency modulations in unstructured speech. These graphs then display “positively” whether the person has lied in ...
Full story
Posted by:
Message Technologies, Inc.
Category: Technical
Tags
best-practices
speech recognition
conversations
speech technology
-
Saturday, July 18, 2009
Many of you have probably spent a few days or possibly even a few weeks recently, lying on your back staring at the sky. With any luck there was just a sea of never ending blueness that made you relaxed and happy to be at the beach/pool/lake/mountain top or wherever your vacation dreams reside. However I suspect that during this period of unrelenting bliss, a few clouds showed up that made you think about the future of networking computing…unless that was just me.. With all the talk of cloud computing, when you actually look at clouds you will notice ...
Full story
Posted by:
Message Technologies, Inc.
Category: Industry News
Tags
best-practices
Business
speech technology
-
Wednesday, June 03, 2009
In the IVR world we all know what a fat finger is. Just in case you haven't heard the term before, it works like this: A caller dials a telephone number like 1-800-MYBANK1 to check their balance but they optical amplifier fat finger the number and accidentally dial 1-800-MYBANK2. Instead of checking his balance, the caller is now talking to some guy trying to sell him a timeshare on the Jersey shore.
The term fat finger actually has nothing to do with the size of your index finger, but is basically a typo while using the telephone keypad. Oh I ...
Full story
Posted by:
Message Technologies, Inc.
Category: Technical
Tags
best-practices
Business
IVR
speech technology