Changing the Way We Perceive the IVR System, One iPhone at a Time
October 13, 2011
By Juliana Kenny, TMCnet Managing Editor
The voice recognition software system that is most talked about these days is the one recently announced by Apple known as Siri. To be issued with the new iPhone (News - Alert) 4S, Siri will employ a system of speech recognition software and natural language processing tools that enable it to engage with the user in an unprecedented way. Users will be able to make calls, send text messages, set calendar reminders, and more with voice commands.
This as-yet-unseen use of voice recognition software is unique mainly because now it exists on a device for the consumer. IVR systems have traditionally been tools of the enterprise or small- to medium-sized business. Now, anyone with $200 and a wireless service can access the latest in voice recognition technology, broadening the scope and application of the IVR system in general.
Ed McKee, director of marketing for Interact, Inc., a provider of IVR systems and voice recognition services, said, “Siri may have finally made voice recognition software useful. Not only does it understand what you say but it knows what you mean. When you tie together location services, with information services like Yelp (News - Alert) and WolframAlpha all backed with the genius of Apple you get something really special. My only hope is they open Siri up to developers so we can really have some fun.”
Whereas previous voice recognition services could only perform by recognizing a limited number of sounds or words, Siri’s technology incorporates natural language processing standards to broaden the capabilities of the speech software.
Natural language processing has been a prominent developing tool in the IVR industry lately, but mostly only focused on by providers such as Interact who provide flexible, scalable, customizable IVR systems.
These capabilities have as yet been unavailable for the consumer, but with the iPhone 4S, the public is soon to become aware of the power of the IVR system.
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Juliana Kenny