The beauty of IBI Group’s 511 interactive voice response(IVR) system is the ability to tailor each system for a particular region’s needs. Customization allows for a client to offer a handful of options in a rural area while a more advanced, multi-layer system is imperative for metropolitan areas. It is to be expected that users of this system will not be calling from quiet locations but rather noisy environments such as train stations, bus stops or at the side of the road. Therefore, the speech recognition technology utilized must include the first-rate algorithm to filter out the noise and 21st-century technology to interpret utterances into recognizable text. IBI Group has repeatedly chosen GoVivace.
Utilizing proprietary neural networks and deep learning techniques, GoVivace has been able to interpret the noisiest utterances, guiding the Voice User Interface (VUI) to find the appropriate response, thereby completing a caller’s request expeditiously and accurately. The GoVivace’s speech engine can handle a large vocabulary, or a constrained topic specific language model, which provides for a higher rate of accuracy when the application permits.
Larry Baldwin, Manager of Voice Services at IBI Group, states “I chose and will continue to choose, GoVivace for three main reasons: accuracy, service, and price.
I’ve found that the GoVivace team has produced a very high-quality product and their team is very supportive”.
The path from choosing a speech technology vendor to deploying a 511 solution was a long journey. Data sources that form the catalog and menu of the system came from disparate sources. All that data needed to be normalized to an easily readable format. As is the nature of large cities, the names of the streets are not regular English words and the vocabulary sizes can be large. The resulting grammars were gigantic, and efficient optimization was needed to make everything work smoothly. IBI and GoVivace worked together to sort through all those issues.
GoVivace is the go-to speech provider that offers the combination of grammar-based and large vocabulary speech recognition (say anything) with highly customized language models. This ensures optimum accuracy in noisy environments for highly vertical subjects such as finance, travel, and medical. GoVivace can also fit in the smallest domain, from silicon to IoT devices, while highly scalable on cloud services like AWS©or Azure©.
So, take advantage of the speech recognition technology to make your business process more seamless and hassle-free and enhance customer engagement and satisfaction.