The Advantages of Using Text-to-Speech for Interactive Voice Response

Posted March 15, 2022 by in Career

IVR stands for Interactive Voice Response, and it is a system that can interpret a mix of voice and distinct touch tones. A typical IVR system contains several pre-recorded alternatives, which the user can select from.

Text to speech, or TTS, is used by several IVR platforms to create audio prompts instead of expensive and time-consuming voice recordings. 

What is a Text-to-Speech (TTS) IVR System?

Text to Speech IVR is the artificial construction of a human voice on IVR. The text-to-speech system converts text into speech.

Text-to-speech, interactive voice response, and artificial intelligence are merging in innovative ways to provide businesses the best of both worlds: tailored self-service for callers without the immense labor costs.

Benefits of Using Text-to-Speech (TTS) for IVR Systems

Some of the primary benefits of using a TTS service for your IVR systems are flexibility and ease of use. Some TTS software providers offer a wide range of voices and languages that can help you cater to multiple demographics. 

The main benefits of using text-to-speech for IVR Systems are:

  • You can expand IVR to different languages
  • You can edit and add to your IVR more easily
  • TTS also allows you to call consumers without the assistance of an agent.
  • TTS systems usually have numerous voices to pick from, so you’ll be able to find the perfect voice for your brand.
  • Conversational IVR systems rely heavily on text-to-speech.

Changes in Using Text-to-Speech (TTS) For IVR System

We utilized TTS prompts in traditional IVR systems to present callers with alternatives. These prompts were usually drawn-out static menus offered in a robotic, stiff TTS voice. Consumers nowadays seek a more personal approach to communication

Conversational IVR and IVA solutions use short, straightforward, tailored words to communicate with callers, while sophisticated TTS delivers a friendly synthesized voice.

These systems employ artificial intelligence to identify the speaker’s purpose and produce relevant responses, resulting in obvious resolution routes.

Using Text-to-Speech (TTS) for Intelligent Virtual Agents

Intelligent Virtual Agents, or IVAs, are becoming more popular in contact centers. These AI-powered voice bots handle calls at the system’s front end, using a TTS system to communicate with callers.

They can handle basic customer service issues, but they can also pass the caller to a human representative if necessary. The IVA gets all relevant information from the caller before escalating the call to an agent, all without the lengthy, irritating menus associated with the classic system.

Contact centers provide you the opportunity to interact directly with your consumers, and a poor-quality TTS IVR voice will make a bad first impression. The solution is to build a lifelike TTS voice that gives your callers the most wonderful experience possible.

Because IVR is frequently utilized as the initial point of contact between a client and a company, it has the potential to affect the consumer’s view of the company’s service and ease-of-use functionality.

To guarantee a seamless calling experience, solutions such as IVR voice recognition, speech-to-text (STT), or text-to-speech may be incorporated to boost call productivity.