Avoid mushy IVR Messages | IAT SmartDial® Solutions

Avoid mushy IVR Messages

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I am easily lost. I could even get lost in my own house. Maps confuse me. Successfully identifying North, South, East and West is hopeless. I have to plan in “getting lost time” when I head to new places—frequently it’s not enough time.

So it’s actually kind of ironic how much I don’t like using a GPS. My husband’s first smart phone had a GPS app with text-to-speech technology that was hardly understandable. Every time the GPS voice mumbled a direction I’d give an abrupt “What?!” I don’t know how my husband accurately translated the mumbles. We would get to our final destination, but not without a lot of annoyance on my part. Sometimes I’d rather just be a little lost!

Your IVR Messages need to be understandable, too. Just like clear instructions are vital for navigating to an unfamiliar location, clear IVR Messages are critical for successful message delivery. Mumbled or mushy words will likely frustrate your listener who will probably hang up without hearing the whole message.

While generic messages are easy to pre-record, if your goal is to provide specific information—like an account ID or the person’s name—you need a more flexible approach. IAT has a robust IVR Messaging product called Interactive Communications, which permits you to use up to 10 variables in your message.  IAT has two different methods for presenting these variables in a message, depending on the information type:

Human Recordings: If you can anticipate the needed content, this is the ideal way to communicate a variable because you can make sure the recorded voice is clean and clear every time. IAT does this with both com – you can be sure, we are the best provider of free casino slots . single and concatenated recordings.

  • Single recordings. If the variable is a commonly spoken word or phrase and doesn’t vary in its delivery—like a client name or mailing address—we record casino online it in one piece and the dialer plays it whenever needed.
  • Concatenated recordings. For variables containing similar elements that change from account to account (account ID, date, account balance, phone numbers, etc.), the ideal approach is using concatenated (linked) recordings. This means we record all the possible little pieces in advance (e.g. one, five hundred, A, D) and then the dialer links the necessary recordings together and plays them back-to-back in the correct order. So, for example, the dialer speaks the account ID #1234567 by stringing together the individual number recordings (1, 2, 3, 4, 5, 6, 7) in the correct order.

Computer Text-to-Speech (TTS): Account names are different. Since you can’t anticipate all the different letter combinations/pronunciations, advanced recording isn’t an option. This is where text-to-speech comes in handy. Computer text-to-speech turns the provided data into a computer-generated voice, which speaks the information at the right time in the message. IAT evaluated many text-to-speech products before selecting Nuance, which does a very good job of speaking account names on-the-fly.

Even though I’m leery about using a GPS, they still come in handy. Recently we didn’t have a GPS and ended up getting very lost in Chicago. So I guess there’s a good reason to use it sometimes…as long as its message is clear! Keep your messages clear and user-friendly with IAT’s Interactive Communications—no mushy messages here.

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This article was written by Kendra