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.