Using text-to-speech for IVR System: benefits and considerations

In today's fast-paced world, customers want fast and effortless ways to solve their problems, and Interactive Voice Response (IVR) systems are the go-to,...

In today's fast-paced world, customers want fast and effortless ways to solve their problems, and Interactive Voice Response (IVR) systems are the go-to, automation solution for businesses. Did you know that adding Text-to-Speech (TTS) technology to your IVR system can make it even more efficient and cost-effective? In this article, we'll explore the benefits and considerations of implementing TTS in your IVR system.

Understanding IVR systems

If you plan on launching a call center (contact center) or upgrading your already existing telephony system, this section is a must-read.

What is an IVR system?

IVR systems are automated call-handling systems that interact with callers through pre-recorded voice prompts and keypad inputs. They allow businesses to handle high volumes of customer inquiries and provide a convenient method for routing callers to the right department or agent.

IVR systems are a popular choice for businesses looking to streamline their customer service operations. By automating certain tasks, businesses can reduce wait times and ensure that callers are directed to the right person or department quickly and efficiently.

How IVR systems work

IVR systems work by first greeting the caller and presenting a menu of options. The caller can then select an option using their keypad or by using their voice to speak to the TTS system. The IVR system will then route the call to the appropriate agent or department, or provide the caller with relevant information based on their input.

For example, if a caller selects the option for account balance inquiries, the IVR system may ask the caller to enter their account number using their keypad. Once the account number is entered, the IVR system can provide the caller with their current account balance, or route the call to a customer service representative if further assistance is needed.

Common applications of IVR systems

IVR systems can be used for a wide range of applications (mostly for phone systems), from providing self-service options to callers to routing customers to the appropriate agent or department. Some common applications of IVR systems include:

• Booking and appointment scheduling: IVR systems can be used to allow customers to book appointments or schedule services, such as medical appointments or home repairs.
• Payment processing: IVR systems can be used to process payments, such as utility bills or credit card payments.
• Account balance inquiries and updates: IVR systems can be used to provide customers with information about their account balances, as well as allow them to update their account information.
• Order tracking and status updates: IVR systems can be used to provide customers with real-time updates on the status of their orders, including estimated delivery times and tracking numbers.
• Product and service information requests: IVR systems can be used to provide customers with information about products and services, such as pricing and availability.

Overall, IVR systems are a powerful tool for businesses looking to improve their customer service operations. By providing customers with self-service options and routing calls to the appropriate department or agent, businesses can improve customer satisfaction and reduce wait times.

Text-to-speech technology

With different text-to-speech APIs, it is now easier than ever to convert text into a custom voice for your brand.

What is text-to-speech?

Text-to-Speech (TTS) is an emerging technology that converts written text to spoken words. TTS systems use natural language processing algorithms and artificial intelligence to generate lifelike speech that sounds like a human voice.

The application of TTS technology has been growing rapidly over the years, with many industries adopting it to improve their customer experience. For example, TTS technology is used in the healthcare industry to assist visually impaired patients in reading their medical reports. It is also used in education to help students with reading difficulties.

How text-to-speech works

Conversational AI has come a long way, and today, there are numerous customizable options no matter what text-to-speech solution you use. Text-to-Speech apps work through speech synthesis, first analyzing the written text, breaking it down into syllables, and determining the correct pronunciation for each word. The system then synthesizes the speech using natural-sounding voices, which can be customized to match your brand's tone and voice.

The technology behind TTS has come a long way since its inception, with advancements in machine learning and artificial intelligence making it possible for TTS systems to produce audio files that are virtually indistinguishable from human speech. This has opened up new possibilities for TTS technology, such as its use in creating audiobooks and podcasts.

Text-to-speech vs. pre-recorded messages

While pre-recorded messages are a standard feature of IVR systems, TTS technology has several advantages over pre-recorded messages. Text-to-speech software can generate speech in real-time, which means you can make changes to your scripts without the need to re-record new messages. Additionally, TTS systems provide a more natural and engaging experience for callers.

Furthermore, TTS technology is more cost-effective compared to pre-recorded messages, as it eliminates the need for expensive studio recording sessions and voice actors. This makes it an ideal solution for businesses looking to improve their customer experience without breaking the bank.

Text-to-Speech technology is a game-changer in the world of customer experience. Its ability to generate lifelike speech in real-time makes it a versatile solution that can be used in a variety of industries. As the technology continues to evolve, we can expect to see more innovative applications of TTS in the future.

Benefits of using text-to-speech in IVR systems

Cloud-based TTS in IVR systems have proven to be successful in various use cases due to their endless benefits, including:

Improved customer experience

The primary benefit of using TTS in IVR systems is improving the customer experience. TTS technology provides a more natural and engaging experience for callers, which reduces the likelihood of frustration and increases customer satisfaction. By providing an efficient and effortless self-service platform, businesses can reduce wait times and ensure callers receive prompt and accurate information.

For example, imagine a caller who needs to check the balance of their account. With TTS technology, the IVR system can quickly and accurately provide the information the caller needs, without the need for a live agent. This saves the caller time and effort and provides a positive experience.

Cost savings

Implementing TTS technology in your IVR system can lead to cost savings by reducing the need for human agents and minimizing the number of calls that need to be escalated to a live agent. By handling high volumes of customer inquiries, businesses can operate more efficiently and reduce their operational costs.

For example, a business that receives a high volume of calls during a specific time of day can use TTS technology to handle those calls without the need for additional staff. This saves the business money on labor costs and ensures that customers receive prompt service.

Scalability and flexibility

TTS technology allows IVR systems to handle a high volume of calls, making it an ideal option for businesses that experience peaks in call volumes. Additionally, TTS systems can integrate seamlessly with other technologies, such as chatbots and voice assistants, providing greater flexibility in terms of expanding your customer service offerings.

For example, a business that wants to offer customers the option to interact with a chatbot can use TTS technology to provide a seamless experience. The chatbot can generate text responses, which the TTS system can then convert to speech, providing a natural and engaging experience for the customer.

Multilingual support

TTS technology enables IVR systems to provide multilingual support to customers. This is achieved by storing pre-recorded prompts in different languages or generating speech in real-time using a TTS system with multilingual capabilities.

For example, a business that serves a diverse customer base can use TTS technology to provide support in multiple languages. This ensures that all customers can access the information and services they need, regardless of their language proficiency.

Faster Updates and changes

TTS technology allows businesses to make quick updates and changes to their IVR scripts without the need to record new messages. By updating the text, the TTS system can generate new speech in real-time, ensuring that customers receive prompt and accurate information.

For example, if a business needs to update their IVR script to reflect a new product or service, they can make the changes to the text and the TTS system will generate new speech in real-time. This ensures that customers receive the most up-to-date information, without the need for a lengthy recording process.

In conclusion, using TTS technology in IVR systems provides a range of benefits, including improved customer experience, cost savings, scalability and flexibility, multilingual support, and faster updates and changes. By leveraging this technology, businesses can provide efficient and effective customer service, while also reducing their operational costs.

Considerations When Implementing Text-to-Speech in IVR Systems

Voice Quality and Naturalness

While TTS systems can generate lifelike speech, there can still be variations in quality and naturalness. It's important to choose a TTS system that provides a high-quality AI voice that is aligned with your brand's tone and voice.

Integration with Existing Systems

Integrating TTS technology into an existing IVR system requires careful planning and consideration. It's important to ensure that the TTS system can seamlessly integrate with your existing technologies and that the transition is smooth for your customers.

Customization Options

Choosing a TTS system that provides customization options, such as voiceover selection and tone adjustments, ensures that the TTS system aligns with your brand's unique requirements and provides a consistent experience for your customers.

Data Security and Privacy

When implementing TTS technology, it's important to consider data security and privacy concerns. TTS systems may record and store customer data, which should be protected in accordance with applicable laws and regulations. If possible, use a TTS IVR system with advanced speech recognition capabilities to allow your customers to verify their identity.

Provide your customer with effortless customer service while reducing costs with Speechify’s one-of-a-kind TTS technology

As a business owner, you know the importance of providing excellent customer service. But you also want to control your costs. With Speechify's unique text-to-speech technology, you can do both! Our cutting-edge technology allows your customers to interact with your company effortlessly, while at the same time reducing the cost of providing customer service.

Speechify's TTS technology is truly one-of-a-kind. It's easy to install, easy to use, and most importantly, it gives your customers a seamless experience when they interact with your company. With Speechify, you'll be able to focus on growing your business, while we take care of the rest.

FAQs

Q1: What is the role of text-to-speech in an IVR system?

Text-to-speech (TTS) technology in an IVR (Interactive Voice Response) system converts written text into spoken words, enabling the system to communicate with the caller verbally. It can guide users through options, provide information, and read system messages.

Q2: Can I customize the voice in a text-to-speech IVR system?

Yes, many TTS engines allow you to choose from various voice options and sometimes even adjust the pitch, speed, and other aspects of the voice.

Q3: How does text-to-speech improve the user experience in an IVR system?

TTS can greatly enhance user experience in an IVR system by providing clear, spoken responses that guide users through the system, making it easier to navigate and obtain the needed information or service.