Interactive Voice Response (IVR) is a powerful technology which enables businesses to provide exceptional customer service through automated assistance, routing, and information. IVR systems can process Speech and touch-tone inputs from callers, making it easy to streamline processes, reduce costs, and improve customer satisfaction. Know More: https://www.enablex.io/insights/how-to-build-a-personalized-ivr-with-dtmf-and-speech/

1. How to build a
personalized IVR with
DTMF and Speech

2. By offering personalized support through IVR systems, businesses can
ensure that their customers receive a high level of service that meets their
specific needs.
This technology allows customers to interact with the business in a way
that is convenient for them, and it can be tailored to suit the needs of
different businesses and organizations.
With IVR systems, businesses can save time and money while providing
exceptional customer service, making it a valuable investment for any
business looking to improve their customer experience.
Solution Outline

3. Solution Outline

4. IVR technology enables individuals to communicate with computer systems by
using either speech or touch-tone key inputs. Pre-recorded voice messages or
text-to-speech technologies, coupled with DTMF (Dual-tone multi-frequency)
interfaces, enable callers to access information and provide information without
the need to speak with a live agent using IVR systems.
With the advancement of automatic speech recognition technology, callers are
now able to verbally express their needs over the telephone, and IVR systems
respond accordingly in real time. In addition, if the IVR system cannot provide
the information that the caller requires, it can direct the caller to the appropriate
representative for assistance.
Solution Outline

5. Solution Outline

6. DTMF:
DTMF is a way to send digits over a voice channel using two separate
tones. Firstly, the DTMF input needs to be captured using a device such as
a telephone or IVR system. Following this, the DTMF tones are converted
into the corresponding digit using a DTMF decoder.
After that, the digits are interpreted, and the action to be taken is
determined based on the received input. Finally, the appropriate action is
taken, such as routing the user to a specific department or providing them
with information.
Key paths to build an interactive voice response system:

7. Speech recognition is the process of converting spoken words into text.
The speech input is captured using a device such as a microphone or voice-
enabled remote control. Next, a speech recognition engine is used to
convert the spoken words into text.
The text is then interpreted, and the action to be taken is determined based
on the received input. Finally, the appropriate action is taken, such as
routing the user to a specific department or providing them with
information.
Speech Recognition:

8. For DTMF input, the IVR system might play a menu prompt that lists
available options or actions, while for speech recognition input, the system
might summarize the user’s request and confirm that the system is
processing their request.
The IVR system might play a menu prompt for DTMF input that lists
available options or actions, while for speech recognition input, the system
might summarize the user’s request and confirm that the system is
processing their request.
Speech Recognition:

9. The benefits of combining DTMF and speech recognition in an IVR system
include:
Improved user experience: Combining DTMF and speech recognition allows
users to choose the interaction method that they prefer, which can improve
the overall user experience. Some users may prefer to use DTMF, while others
may prefer to speak their commands.
Increased accessibility: By offering both DTMF and speech recognition
options, IVR systems can be made more accessible to people with disabilities,
such as those who are deaf or hard of hearing.
Benefits of Combining DTMF and Speech Recognition in an
IVR System

10. More natural interactions: Speech recognition can provide a more natural
and intuitive interaction for users, particularly when dealing with complex
menu options or lengthy prompts.
Enhanced functionality: Combining DTMF and speech recognition can
enable IVR systems to offer more advanced functionality, such as voice-
based authentication or natural language processing.
Improved efficiency: Speech recognition can speed up the interaction
process, reducing the time users spend navigating through menus and
prompts, and freeing up resources for more complex tasks.
Benefits of Combining DTMF and Speech Recognition in an IVR
System

11. Benefits of Combining DTMF and Speech Recognition in an IVR
System

12. Building, deploying, scaling, and updating modern IVR systems should be
straightforward with the right tools. That’s where EnableX voice APIs come
in – they empower you to build customized workflows and solutions in a
matter of days and make it easy to adapt and iterate as needed for ongoing
improvement.
Build an IVR system with EnableX

13. • Login to EnableX portal. If you do not have an account, Signup here.
• Create a voice project.
• Get Access to the App Credentials.
• Create voice prompts for your IVR system, either by audio Recording or by
using text-to-speech technology provided by the EnableX API platform.
• Make sure they are saved in a compatible format for your API platform.
• Buy a phone number from EnableX Inventory.
• Add phone number to the voice project.
• Configure your IVR system to play the appropriate prompts based on user
input, either through touch-tone keypad inputs (DTMF) or speech recognition.
• Configure webhook URL for receiving event call back on Call State / Play State
changes.
The process is as straightforward as following these steps:

14. • EnableX provides a suite of features that can be used to create
Interactive Voice Response (IVR) systems for personalized support using
DTMF and speech recognition. These features include handling incoming
voice calls, making outbound voice calls, and processing call events.
• Handle incoming calls by processing the events received at the webhook
URL, which carry a unique identifier called the voice-id for further API
calls and events affecting the same inbound call.
• Make outbound calls Using proper API endpoint and request parameters.
The process is as straightforward as following these steps:

15. • Add prompts and play them
• Add prompts and play them via IVR: Once the call is connected, you’ll
need to add the prompts you created to the call and play them via the IVR
system. This will typically involve making additional API requests to the
platform to add the prompts and specify how they should be played (e.g.,
via DTMF or speech recognition).
The process is as straightforward as following these steps:

16. When an incoming call is received by the EnableX Voice Service, the
system sends a notification to a web address you have configured,
containing details such as the caller’s phone number and a unique
identifier called the voice-id.
You can use this identifier to track and manage the call throughout its
lifecycle. You can use DTMF tones or speech recognition to gather
information from the caller and customize the response based on their
input.
Incoming Call

17. Webhook Event Sent By Voice Server When It Receives An Inbound
Call On EnableX Number

18. Accept Call Voice API Can Be Invoked To Answer An Incoming Call On Incoming Call
Event Sent By Voice Server On Receiving An Inbound Call On An EnableX Number.

19. Successful And Error Response For Accept Call API

20. Use the EnableX API to add prompts to the IVR system.
You can create audio files or text-to-speech messages to prompt customers.

21. Use the EnableX API to recognize the customer’s input, either through
DTMF (Dual-tone multi-frequency) tones or through speech recognition.
Receive DTMF And Speech Recognition

22. After receiving DTMF or Speech recognition inputs, you can play Prompts
depends on the specific use case and application. In general, after
receiving the input, the system should play a confirmation prompt to let
the user know that their input was received correctly.
Play Prompt

23. To know more about outbound call, please see our blog Build and
Implement Personalised Voice Notification service.
An IVR system with DTMF and speech recognition can provide several
benefits to businesses, including faster call resolution, reduced call
volumes, personalized support, and improved customer experience.
EnableX’s interactive voice response system offers personalized support
by combining DTMF and speech recognition, allowing customers to
navigate through the system using touch tones or by speaking naturally.
Outbound call

24. Interactive Voice Response (IVR) systems are commonly used in a variety of industries and
applications. Here are some examples:
● Healthcare: IVR systems are used in healthcare to provide patients with appointment
reminders, medication reminders, and other health-related information. Patients can
interact with the system to confirm or reschedule appointments, or to refill prescriptions.
● Customer Service: IVR systems are widely used in customer service to provide callers with
automated assistance and routing. Callers can be directed to the appropriate department or
agent based on their input or request.
● Banking and Financial Services: IVR systems are used in banking and financial services to
provide customers with account information, transaction processing, and other banking
services. Customers can interact with the system to check account balances, transfer
funds, or pay bills.
Applications of interactive voice response

25. ● Surveys and Polling: IVR systems are used for surveys and polling to collect
feedback from customers or to gauge public opinion. Callers can interact with the
system to answer questions or provide feedback on products, services, or policies.
● Marketing: IVR systems are used in marketing to allow customers to request
information, enter contests, or make purchases. Callers can interact with the
system to request brochures, coupons, or product information, or to enter orders
for products.
● Order Processing: IVR systems are used for order processing to allow customers
to place orders for products or services. Callers can interact with the system to
enter order information and payment details to complete a purchase.
Applications of interactive voice response

26. DTMF and speech recognition can be used to provide personalized support in
IVR systems:
DTMF For Account Identification: When a patient calls an IVR system for
healthcare support, they may be prompted to enter their registration number
or other identifying information using their phone’s keypad (DTMF). This
allows the system to quickly and accurately identify the patient and access
their medical history.
Personalized Support in healthcare industry with DTMF and
Speech Recognition

27. Speech Recognition For Natural Language Commands: Once the patient is
identified through DTMF, he may have prompted with a message such as, “How
can we assist you today?” The patient can then speak their request or query using
speech recognition.
For example, the patient might say “I need to refill my prescription,” or “Can you tell
me the results of my recent lab test?” The system can use natural language
processing to interpret the spoken words and respond accordingly, providing
personalized and conversational support.
Personalized Support in healthcare industry with DTMF and
Speech Recognition

28. Customized Menu Options: IVR systems can also use DTMF and speech
recognition to provide customized menu options based on the patient ‘s
medical history. For example, if the patient has diabetes, they might be offered
menu options to schedule an appointment with a diabetes specialist or refill
their insulin prescription.
Personalized Responses: By combining DTMF and speech recognition, IVR
systems can provide personalized responses to patients with personalized
medical advice based on their symptoms.
Personalized Support in healthcare industry with DTMF and
Speech Recognition

29. Follow these IVR best practices to give patients the best possible
experience when they call you:
Fully integrated IVR system: Healthcare organizations should ensure
that their IVR system is fully integrated with their electronic health
records (EHR) and other healthcare technologies. This can help ensure
that patient information is up-to-date and accurate and that healthcare
providers have access to the information they need to provide high-
quality care.
Best practices for building a healthcare IVR system

30. Use a friendly and reassuring voice: Patients may already feel anxious or worried
about their health, so using a friendly and reassuring voice can help create a positive
experience. Consider professional voice-over recording or high-quality text-to-speech
technology.
Keep the IVR menu simple and clear: Patients may be calling in with a specific health
concern or question, so keeping the menu short and easy to navigate can help them
quickly get the information or support they need. Aim to keep the main menu under 30
seconds and provide clear options to direct patients to the appropriate department or
resource
Provide language options: Patients from different backgrounds and cultures may
speak different languages, so offering IVR options in multiple languages can help meet
their needs and provide a more inclusive experience. Consider adding language
options based on the demographics of your patient population.
Best practices for building a healthcare IVR system

31. Provide an estimated wait time: Waiting on hold can be frustrating, but
providing an estimated wait time can help patients manage their expectations
and be more patient. Consider providing updates on wait times at regular
intervals or offering a call back option if the wait time is long.
Use the waiting time to educate patients: While patients are waiting, you can
use the opportunity to provide health education or promote additional
communication channels, such as email or online chat. This can help patients
feel more informed and engaged while they wait.
Choose appropriate hold music: Hold music can set the tone for the patient’s
experience, so choosing high-quality and calming music can help create a
positive experience. Consider using music that is relevant to healthcare or
soothing instrumental music.
Best practices for building a healthcare IVR system

32. ● Integrate IVR with other channels: An integrated IVR system can help provide a
seamless patient experience across multiple channels, such as online chat or
email. This can help ensure that patient information and context is carried
across channels and reduce the need for patients to repeat themselves.
● Regularly review and update the IVR menu: As healthcare information and
practices evolve, it’s important to regularly review and update the IVR menu to
ensure that patients are receiving accurate and up-to-date information.
Removing outdated messaging or updating menu options can help keep the IVR
system relevant and useful for patients.
Best practices for building a healthcare IVR system

33. To improve their customer experience and increase efficiency, businesses
should consider implementing DTMF and speech recognition in their IVR
systems. This can help address common challenges such as long wait
times and inaccurate call routing, and provide personalized support
tailored to the customer’s needs and preferences.
By doing so, businesses can improve customer satisfaction and build
stronger relationships with their customers. For more detailed
information, read our documentation.
Best practices for building a healthcare IVR system

34. Thanks