IVR Studio supports speech element

The latest release 5.4.2 (IVR Studio release 2.1) contains the support for speech element.

A speech element is used to support speech command through speech recognition engine. For example, instead of asking the caller to press 1 for support, and press 2 for sales, the system can ask the caller to say “support” and “sales”.

The design of speech command, or VUI (voice user interface), is critical for the success of your application. Unlike the pressing of a touch tone key (DTMF), speech recognitions are not 100% accurate, especially over the telephone line. Your application needs to handle “false recognition” and give callers a change to go back to say it again. You should also design the speech command such that speech commands are very “different” at the same level. For example, to differentiate an answer of “yes” and “no” is more error prone than “yes” and “I do not agree”.