This new evolution of speech self-service technology – “Speech 3.0” – utilizes unique, breakthrough SpeechCycle technology, integration and processes to successfully resolve complex calls which are now relegated to agent support.
Speech 1.0 involved highly structured, voice-based information requests to inflexible IVR systems built using proprietary and vendor-specific APIs, usually with a limited set of exchanges with the caller.
Speech 2.0 took advantage of VoiceXML and speech-enabled applications to provide simple, voice-based structured transactions that often resulted in several interactions, or “turns,” between the caller and the system.
Speech 3.0 incorporates a dynamic Web-based computing platform based on Web services and XML, long interactions that involve many turns with the caller, intricate logic and integration with customer equipment, data repositories, and enterprise applications.
