article by Anthony Masse & Jashanpreet Singh, September 2021
With its true conversational capabilities Oracle Digital Assistant has the power to revolutionize that last bastion of old- school customer service, the Interactive Voice Response system (IVR).
The following video shows the integration of Oracle Digital Assistant with an IVR system.
For this revolution to happen, the following conversational capabilities are provided in Oracle Digital Assistant
- Speech Recognition: Accurately convert human speech streams to a text format so the digital assistant can process it.
- Natural Conversational Dialog Exchange: Process the speech as it is happening and invoking relevant skill for generating intelligent bot responses
- Neural Text-to-Speech (TTS): TTS converts generated responses from a digital assistant or a skill into neural voice response and prompts back to the caller on phone.
On a technical level, this article explains how integrating Oracle Digital Assistant (ODA) into IVR conversations works as shown in the video.
