Voice
Application
Voice Technology is at a tipping point, having
been improved technologically and been accepted as
part of peoples’ daily lives. Progressive
industries have already implemented voice into
their operations and a larger group of business
leaders are beginning to see the potential that
these new incarnations of speech recognition may
have for their own industries. As voice technology
crosses this threshold, OutcomeAdvantage will be
there to drive the deployment of these
applications and set the standard for best
practices.
Simply put, a voice application is a computer that
can simultaneously handle a large volume of phone
calls. Understanding the messages from callers
demands advanced speech recognition (ASR)
software. This software compares the words spoken
by the caller with the word pool stored in the
application, known as its grammar. A grammar is a
register of all the words, numbers and other terms
the computer can understand. The application is
taught the words, and is also taught to further
query the caller depending on how well the spoken
word is understood.
A voice portal is a portal, entrance or gate for
language (voice). It is analogous to a web portal
in that it represents the location where you
welcome the users of a speech application. Voice
Applications have the advantage of automating
standard processes so a large number of voice
portals can be run simultaneously, making outbound
calls, holding multiple conversations, and
engaging the database to look up scripts and other
data which may be needed.
As text in the database is found, it will be
converted to spoken words with a Text-to-Speech
(TTS) Engine through a technology called speech
synthesis. Once a dialogue begins, the voice
application can be programmed so that depending on
how questions are answered, a logic tree is used
to get to the next conversation. Linguists are
often involved to help design the dialog. An
integrated design that covers all possible dialog
items, the style required along with the voice
itself, will differentiate one project’s success
from another. The dialogue interface must be
designed in such a way that the caller believes he
is having a perfectly normal conversation with
another person.
OutcomeAdvantage uses one of the most advanced
multi-lingual text-to-speech engines on the
market. It is the only TTS that provides an
emotional component, a major advance in speech
technology that gives synthetic voices true
lifelike expression and a far wider emotional
range.
OutcomeAdvantage's voice portals are available in
English, Spanish and more than ten other
languages, using both male and female voices.
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Recession
drives trend to automated calls in healthcare:
October 06, 2009
Patty Enrado, Contributing Editor
Read Article
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