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EIG Ecole Internationale de Genève (French) Labs, the research and development division of Enterprise Integration Group (EIG), has unveiled ShadowPrompts, a new solution to an old and stubborn stubborn Vox populi → medtalk Refractory; unresponsive to therapy user interface problem. Aimed at interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) and voice portal An interactive voice response (IVR) front end to a data retrieval system. This does not differ in core technology from traditional IVR; rather, the difference is in the application presented. Where old-style IVR was mostly a routing application (press 1 for sales, 2 for service, etc. applications, the algorithm allows speech recognition and touchtone to seamlessly co-exist. The methodology is patent pending.
"Until now, callers to most speech-enabled systems had to make an up-front choice between speaking or using a touchtone keypad A small keyboard or supplementary keyboard keys; for example, the keys on a calculator or the number/cursor cluster on a computer keyboard. See programmable keypad. ," said Rex Stringham, president of EIG. "Nobody figured out a good way to put the two together."
The new EIG ShadowPrompt approach includes techniques for interjecting comments that guide callers between speech and touchtone as often as they want, and at every step of the application. The solution includes design guidelines guidelines,
n.pl a set of standards, criteria, or specifications to be used or followed in the performance of certain tasks. for when and how to provide prompting, offer navigation alternatives, and assist with language selection.
Bruce Balentine, vice president of Speech Technologies and head of EIG Labs, explained that ShadowPrompt scripting can be used with both directed dialogue and natural language speech applications. "No matter how sophisticated speech recognition gets, there are times when callers still prefer to use a touchtone telephone," said Balentine. He added that callers choose the telephone keypad A telephone keypad is a keypad that appears on a “Touch Tone” telephone. It was standardised when the Dual-tone multi-frequency (DTMF) system was introduced in the 1960s, and replaced the rotary dial. for privacy, security, or other personal reasons- sometimes switching between speech and touchtone arbitrarily.
"Gone are the days of callers having to endure 'press or say one' dialogues," said Balentine. Recent research by EIG has shown this design approach to be inefficient and ineffective.
"EIG has developed a novel way to enhance the use of speech recognition for many callers," said Judith Markowitz, author of Using Speech Recognition and president of J. Markowitz, Consultants. "Rather than perpetuating the competition between speech recognition and touchtone technology, ShadowPrompts focus on improving usability How easy something is to use. Both software and Web sites can be tested for usability. Considering how difficult applications are to use and Web sites are to navigate, one would wish that more designers took this seriously. See user interface and usability lab. of the underlying application."
Stringham went on to say that with the use of ShadowPrompts, there is no need to build parallel touchtone and speech recognition applications. "Not only does this save time and expense," said Stringham, "it also eliminates the need to ask callers to choose whether they want to use touchtone or speech recognition at the front of the dialogue." The solution lowers costs for developers who require a hybrid design that exploits the full capabilities of speech recognition and touchtone.
Enterprise Integration Group, Inc. is an independent consulting firm Noun 1. consulting firm - a firm of experts providing professional advice to an organization for a fee
business firm, firm, house - the members of a business organization that owns or operates one or more establishments; "he worked for a specializing in improvement of voice portal and interactive voice response self-service solutions for both touchtone and speech recognition. Design specialists at EIG address client needs from the customer's perspective - ensuring that processes and systems get the right information to the right person at the right time in a convenient and cost-effective manner.
Enterprise Integration Group, Inc. can be found on the World Wide Web at http://www.eiginc.com.
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