How Much Text-To-Speech Is Too Much For Your IVR? - Plum Voice - ContactCenterWorld.com Blog
When building a voice application one of the first questions you need to answer is: to what degree will you use text-to-speech? Initially, it may seem like a great idea to use text-to-speech (TTS) wherever possible. After all, it’s faster and cheaper to just type out some generic code, right?
Here’s the catch. TTS is great! For some things… If you have variables that change for every caller, things like an ID number, an account balance, or even timestamps, these are a great fit for TTS. The reasons for this are two-fold:
- These are typically short phrases, and
- Callers have an expectation for this type of data.
For example, if a caller needs to pay a bill they expect the TTS engine to provide a given value in dollars and cents. The overall result here is a streamlined call with little to no confusion for the caller.
Potential TTS Pitfalls
On the flipside, rendering an entire call-flow in TTS violates both principles of brevity and expectation. Using too much TTS has significant consequences:
- Lack of clarity: It can be difficult for end-users to understand long passages of TTS. This means callers repeat menus more and call times increase. Even if you have a good TTS engine and reliable telephony backend, like what Plum provides, you can’t control your caller’s environment.
- More transfers: The whole point of automated customer self-service is to increase efficiency. But frustrated customers that don’t just hang up are much more likely to transfer out of your IVR to speak with a live agent. The net effect of this is to drive up your customer service costs.
- Bad customer experience: All of this adds up to a poor customer experience. In a day-and-age where customer service is a major differentiator, companies can’t afford to sacrifice customers at the altar of bad customer experience.
So, unless you plan to send ear trumpets to all your customers to help them hear the menus better, it’s best to keep the TTS to a minimum.
Use Pre-Recorded Prompts
How, then, do you avoid ruining customer experience with too much TTS? Use pre-recorded audio prompts for static information in your call-flow. This includes things like hours, contact information, address, or instructions for customer transactions.
Having professional voice talent record your audio prompts is not a costly endeavor. Plus, the extra clarity and natural human cadence of pre-recorded prompts help to temper customer frustration and its aftermath. If you’re unsure where to find good voice talent, your IVR vendor should be able to provide some direction. Here at Plum, we provide consulting services to help customers navigate this process.
Having a completed call-flow kills two birds with one stone. Not only does it provide you with an overview of your entire application. But it also provides the script your voice talent needs to record the prompts for your application. So, while the time and energy required to set up pre-recorded prompts may seem high, in reality, it’s a fast and cost-effective approach that dramatically improves the quality of your voice applications.
Publish Date: January 26, 2017 5:00 AM
|All Suppliers||Get Listed|
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
(VIEW OUR PAGE)
Аутсорсинговый контакт-центр ConceptCall| КонцептКолл специализируется на исходящем и входящем телемаркетинге: мы предоставляем услуги по осуществлению холодных звонков и продажи по телефону, проводим...
(VIEW OUR PAGE)
CTI Software is the creator of custom application called Davos, which complements the telephone client solutions with intelligent features such as automated call attendant, call recording and archivin...
View more from Plum Voice
Recent Blog Posts:
|Bring Your Own Telecom: Is it Worth Doing?||July 26, 2018 5:00 AM|
|Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service Providers||July 12, 2018 5:00 AM|
|What You Need to Know about Poor Call Quality||June 7, 2018 5:00 AM|
|Fairly Allocate Call Transfers to Multiple Contact Centers||May 17, 2018 5:00 AM|
|Making Natural Language Processing Feasible with Artificial Intelligence||February 8, 2018 5:00 AM|
|Outsourcing or DIY? Find the Right IVR Development Approach||November 30, 2017 5:00 AM|
|IVR That Saves $5M per Month||November 16, 2017 5:00 AM|
|The Limitations of Speech Rec & How to Combat Them||November 2, 2017 5:00 AM|
|Why Not All IVR Software Is Created Equal||October 17, 2017 5:00 AM|
|How to Get More From Your IVR with Artificial Intelligence||September 28, 2017 5:00 AM|