Subject:::Adding a Visual to the IVR: Will it Happen? - Speech Technologies Speech Technologies eNewsletter
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February 07, 2012

Adding a Visual to the IVR - Will it Happen?



By Susan J. Campbell, TMCnet Contributing Editor

Long before Internet Explorer captured our attention on a first search through the new technology that was the Web, the Interactive Voice Response (IVR) system offered a similar function. The IVR didn’t take you on a journey through cyberspace, but it did connect callers to information contained in an organization’s databases. 

While IE has been left to fend for its share of the market against Chrome and Firefox, the IVR has been left to audio operation. And, as this Plum Voice blog highlights, it doesn’t offer a visual interaction opportunity. If researchers at the IBM (News - Alert) Almaden Research Center succeed in their quest, however, that could soon change. 

The move toward enabling IVR to be a visual experience in addition to an audio interaction is a key initiative for Min Yin and Shumin Zhai. The two have launched a series of experiments designed to focus on the benefits of augmenting telephone voice menus with “coordinated visual displays and keyword search... Read More

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