Using a telephone keypad can be challenging for some customers, especially those with a severe physical disability or problems with dexterity. This becomes an obstacle when they need to use a keypad to provide sensitive digits (such as cardholder data), that wouldn’t be safe to say aloud on a recorded call, or with an agent listening.
To cater for all demographics, Key IVR have recently added a Voice Recognition service on our telephone payment solutions.
Whether it be through an automated IVR, or on the phone with an agent, the platform is capable of capturing and converting information spoken by customers. The system will mute the call as these sensitive details are spoken, so your agents, systems and call recordings are out-of-scope and your organisation remains PCI-DSS compliant.
The Voice Recognition service is highly accurate and developed with Google Cloud.
Voice Recognition Screen Options on our Agent Assisted Payment Service
Following an increase in smartphone users, and smart speakers such as Amazon Alexa and Google Home, voice search has increased drastically throughout 2020 and 2021, improving the speed and accuracy, with the expectation that it will continue to rise. It’s estimated 65% of 25-49-year-olds speak to their voice-enabled devices at least once per day, further expressing the need for voice recognition within Key IVR’s services.
It is also important that organisations continuously strive towards providing inclusive services for their customers, providing accessible alternatives whenever required.
Mark Kelly, Chief Commercial Officer at Key IVR said:
“We’re dedicated to the continuous adaptation and improvement of our services in order to accommodate the needs of our clients and future businesses alike.
Voice recognition has had a bit of bad press in the past, often portrayed as wildly inaccurate and misinterpreting simple words or numbers, resulting in customers getting increasingly frustrated. But, by fully embracing the latest technology advancements in voice services powered by Google Cloud, we can provide an accurate recognition service that will only get more sophisticated in the future.”
This new feature will be provided as a separate option on our automated IVR, and a “switch” in our existing agent assist platform, allowing voice recognition to be enabled in necessary cases. The original method of taking payments using the customer’s telephone keypad can still be available as the default method of providing card details.