IVR engagements and upfront background noise
View Patent ↗Speech recognition error may be reduced or eliminated when background noise is detected at a customer's location. For example, when background noise is detected at the customer's location, the customer may be prompted to use dual-tone multi-frequency (DTMF).
1. An apparatus, comprising:
memory comprising a set of instructions; and
at least one processor, wherein
the set of instructions, when executed by the at least one processor, are configured to cause the apparatus to:
detect a signal strength of the background noise at a location of a customer during a call,
determine a noise floor after the call is answered by the customer based on the signal strength of the background noise,
set an acceptable level of background noise to use with an interactive voice response (IVR) application during the call,
determine the background noise at the location of the customer is above the noise floor after the IVR application has provided a prompt to the customer, and
prompt the customer to use dual-tone multi-frequency (DTMF) when the background noise is excessive at the location of the customer.
2. The apparatus of claim 1 , wherein the set of instructions, when executed by the at least one processor, are further configured to cause the apparatus to listen for the background noise at the location of the customer when a call is answered by the customer.
3. The apparatus of claim 1 , wherein the set of instructions, when executed by the at least one processor, are further configured to cause the apparatus to determine whether speech recognition error occurred during the call.
4. The apparatus of claim 1 , wherein the set of instructions, when executed by the at least one processor, are further configured to cause the apparatus to instruct the customer to use DTMF when speech recognition error is detected during the call.
5. The apparatus of claim 1 , wherein the set of instructions, when executed by the at least one processor, are further configured to cause the apparatus to detect the noise floor at a location of the customer while playing an introduction message to the customer.
6. A computer-implemented method, comprising:
detecting, by a computing system, a signal strength of background noise at a location of a customer during a call;
determining a noise floor after the call is answered by the customer based on the signal strength of the background noise;
setting an acceptable level of background noise to use with an interactive voice response (IVR) application during the call;
determining the background noise at the location of the customer is above the noise floor after the IVR application has provided a prompt to the customer; and
prompting the customer, by the computing system, to use dual-tone multi-frequency (DTMF) when the background noise at the location of the customer is excessive.
7. The computer-implemented method of claim 5 , further comprising:
listening, by the computing system, for the background noise at the location of the customer after a call is answered by the customer.
8. The computer-implemented method of claim 5 , further comprising:
determining, by the computing system, whether the background noise at the location of the customer is excessive.
9. The computer-implemented method of claim 5 , further comprising:
determining, by the computing system, whether speech recognition error occurred during the call.
10. The computer-implemented method of claim 5 , further comprising:
detecting, by the computing system, the noise floor at a location of the customer while playing an introduction message to the customer.
11. A computer program embodied on a non-transitory computer-readable medium, the computer program configured to cause at least one processor to:
detect a signal strength of the background noise at a location of a customer during a call,
determine a noise floor after the call is answered by the customer based on the signal strength of the background noise,
set an acceptable level of background noise to use with an interactive voice response (IVR) application during the call,
determine the background noise at the location of the customer is above the noise floor after the IVR application has provided a prompt to the customer, and
prompt the customer to use dual-tone multi-frequency (DTMF) when the background noise is excessive at the location of the customer.
12. The computer program of claim 11 , wherein the computer program is further configured to cause the at least one processor to listen for background noise at the location of the customer after a call is answered by the customer.
13. The computer program of claim 11 , wherein the computer program is further configured to cause the at least one processor to determine whether speech recognition error occurred during the call.
14. The computer program of claim 11 , wherein the computer program is further configured to cause the at least one processor to instruct the customer to use DTMF when speech recognition error is detected during the call.
15. The computer program of claim 11 , wherein the computer program is further configured to cause the at least one processor to detect the noise floor at the location of the customer while to playing an introduction message to the customer.