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Articles by Mark Nickson

Natural Language Meets IVR

Almost all voice processing systems currently require the caller to have a touch tone phone to use the system. Voice mail / auto attendant systems and interactive voice response systems still rarely employ voice recognition. Systems that do employ voice recognition most commonly use number recognition (i.e. the system understands the numbers 0 through 9 and the words yes, no, and oh).

The ABCs for IVR

There are three primary types of voice recognition: number recognition; which involves the numbers 0-9, and the words “yes”, “no” and “oh”; alphabet recognition, for the letters A to Z and word recognition, in which application specific words such as “operator,” “service” or “checking,” are identified.