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IVR vs. IVA®

Background Info On Our Advanced Platform

What is an IVR System?

Interactive Voice Response (IVR) – is a technology that allows a computer to detect voice and dual-tone multi-frequency signaling (DTMF) keypad input. IVR allows customers to access a company’s database via a telephone keypad or by speech recognition, after which they can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. In telecommunications applications, such as customer support lines, IVR systems generally scale well to handle large call volumes.

IVR Support Tiers

Tier 1 – Dual-tone multi-frequency (DTMF) keypad input.

Tier 2 – Single keyword recognition. This simplistic support tier is based on a script (“Press 1 or say ‘Sales’ for Sales”).

Tier 3 – Rule based grammar model. Key phrases and keywords are applied and put together in various combinations. There is a set of rules applied for the particular phrases and the various combinations.

Tier 4 – Statistical language model (SLM). Both tiers 2 and 3 are applied, allowing for open speech because it does not have to follow specific rules. It allows for statistical combinations of words, phrases, and sentences based on the frequency of how often words are put together.

What makes an IVR System from SmartAction different?

SmartAction utilizes Tier 4 IVR support and takes it one step forward by combining it with artificial intelligence. Most IVR providers with Tier 4 IVR support only use it for the initial “How may I help you?” prompt. By applying artificial intelligence, SmartAction developed an IVR with a “brain” that uses SLM open speech throughout the entire conversation. The result is a much wider variety of calls that are able to be automated successfully.

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