|
Comparison
of Features of Live, IVR
and Natural Speech Technology
|
|
| Feature |
|
Live
|
IVR
with touch tone
|
IVR
with word recognition
|
Natural Speech
|
|
| Cost |
|
highest
|
lowest
|
medium |
low |
| Percent of callers that
complete calls |
|
60-80% |
15-50% |
20-60% |
75-95% |
| Accuracy |
|
high |
medium |
low |
very
high |
| Acceptability to Callers
(based on complaints) |
|
high |
lowest |
low |
highest |
| Free Form dialog with
caller |
|
yes |
no |
no |
yes |
| Branch based on recognition
of a word |
|
yes |
no |
yes |
no |
| Branch based on open ended
caller response |
|
yes |
no |
no |
yes |
| Provide information based
on specific words such as an account number, stock symbol,
etc. |
|
yes |
yes |
yes |
no |
| Number of categories available
for caller responses |
|
high |
very low |
medium |
very
high |
| Standardized evaluations
of subjective caller responses |
|
no |
no |
no |
yes |
| Ability to handle multiple
languages and foreign calls |
|
good |
poor |
fair |
excellent |
| Turnaround time from the
time of the call to conversion to a digital text computer
record transmitted to client |
|
medium |
long |
long |
very
short |
| Scripting based on live
call handling |
|
yes |
no |
no |
yes |
| Source:
ConServIT, a service of Conversational Voice Technologies
Corporation |
