ivrs presentation (2)

8/7/2019 IVRS Presentation (2)

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IVRS

Presented By

Sam Abhinav Kullu(2K7/EC/690)

Sujeet Kumar (2K7/EC/700)

Sudhanshu Bhasin (2K7/EC/699)


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Departure/Arrival/Delay status


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Annoyed

of allthese

automated

messages?


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S

o why doall big companies

use them????

A lot ofMONEY.


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Flight Status

Account Balance

Update

Appointment Reminder

Delivery Confirmation


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SO HOW MUCH TIME ISREQUIRED TO INSTALL THIS

FEATURE?


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Packages Starts @50$ per month


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To Know more about IVR System

Just Pay Attention

And in next few slides you will Know everything

you need to know about an IVR System


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INTRODUCTION

In todays competitive world any business must buildflexible systems that adapt easily to evolvingrequirements of the critical business processes. IVRS is

one such system that transforms the traditional businessmodel into customer centric model.

IVRS is historically interactive speech memory driventhat walk the caller through a series of prompts wherethey respond to questions by pressing the combinationof one or more buttons of the phone keypad.


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INTRODUCTION

IVRS is an important development inthe field of interactive communicationwhich makes use of the most moderntechnology available today.

IVRS is a unique blend of both thecommunication field and the software

field, incorporating the best featuresof both these streams of technology.


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INTRODUCTION

IVRS is an electronic device throughwhich information is available relatedto any topic about a particular

organization with the help oftelephone lines anywhere in theworld.

IVRS

provides a friendly and fasterself service alternative to speakingwith customer service agents.


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SEQUENCE FOLLOWED IN THE IVRS SERVICE

Caller dials the IVRS service number. The computer waits for a specified number

of ringing tones at the end of which, theconnection is established.

The connection is established by lifting thehandset of telephone base from ONHOOKcondition.

Now, a pre-recorded voice greets the

caller conforming that the number dialledcorresponding to the particular service.


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SEQUENCE FOLLOWED IN THE IVRS SERVICE

Next, the menu is presented to the caller again in thevoice form, giving him the various options to choosefrom.

If the information to be relayed back is confidential,then the system may even ask the dialler, to feed in a

password number. The database is accordingly referenced and the

necessary information is obtained. Next, the same information is put across to the user in

voice.

The caller is generally given the option to :a. Repeat whatever information was voiced to him.b. Repeat the choices.c. Break the call by restarting ON-HOOK condition


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Technologies Used

DTMF signals (entered from the telephone keypad)and natural language speech recognition interpretthe caller's response to voice prompts.

Text-To-Speech (TTS): TTS is computer generatedsynthesized speech that is no longer the roboticvoice generally associated with computers. Realvoices create the speech in tiny fragments that arespliced together (concatenated) before being playedto the caller.

Serial Communication: It is used to send DTMF

signals obtained from the user to the computer.Various protocols are used in this technology.


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HARDWARE SECTION

DTMF decoder

In DTMF signaling, two frequencies are allocated to each digitin the push button keypad. The main function of the DTMFdecoder is to detect the two frequencies and until and unless

these two frequencies allocated for a particular digit areobtained, that particular digit will not be recognized by theDTMF decoder. The decoder uses digital counting technique todetect and decode all 16 DTMF tone pairs into 4 bit code.

Micro controller

It is the central controller of the whole project.

It scans all channels continuously. It transfers the logical values serially to the PC. Various tasks are assigned to peripherals.


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Relay: The relay switch is used in IVRS to switchbetween the ring detector circuits and the DTMF decodercircuit. The relay connects the telephone to the ringdetector when the call is not processed by themicrocontroller. On receiving a high signal from themicrocontroller, the relay switches to the DTMF. TransistorBC 548 is used to drive the relay by providing the requiredcurrent.

Ring detector: The ring detector is connected directly tothe telephone line through the relay which is controlled bymicrocontroller (8751). The function of the ring detector isto detect if the telephone is ringing or not.

Level Translator: To provide the interface between PCand micro controller. A MAX232 has been used in ourcase.


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Serial Communication Interface:The main purpose of the RS232 IC is to act as a serial interface between the microcontroller

and the PC. It provides the voltage compatibility between theTxD and RxD pins of the microcontroller and the serial port ofthe PC. The voltage level of the TxD and RxD pins of the serialport of the PC are 12V. The RS 232 IC there fore providescompatibility required to interface the computer and themicrocontroller.

Personal Computer: To store the data base and to carry outthe text to speech conversion.

Audio Amplifier: The audio amplifier, TDA 2006 can amplify theoutput of the PCs sound card 12W thereby making the PCoutput audible on the telephone line. In addition the audioamplifier acts as a buffer between the telephone line and the

sound card thereby protecting the sound card from the highvoltage present on the telephone line.


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SOFTWARE SECTION

Visual BasicVISUAL BASIC is an ideal programming language for developingsophisticated professional applications. The use of graphical userinterface (GUI) enables user to interact with an application. Visual basicenables us to develop application that: Create read and write to text, database and binary files.

Access database in format such as SQL, ORACLE, MS Access etc. Communicate with the application through the clip board dynamicdata exchange, object linking and embedding. Use serial communication ports to communicate with modem andother devices.

Oracle/

Ms Access

It is the application in which the required information is stored in a database which is a collection of inter-related data. This inter-related dataand set of programs is essentially a database management system.DBMS organizes and maintains the information.


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WORKING

When the telephone is in the idle condition, the voltagewill be -48V.

When the ringing occurs, it will be 125V peak to peak ACsignal superimposed on -48V.

The opto isolator is used to isolate the microcontroller

from high voltage AC signals and it consists of GaAsinfrared emitting diode optically coupled to a monolithicsilicon phototransistor.

The microcontroller will detect the ring through thethrough one of its ports, and it will count the number ofrings.

After a fixed number of rings, the microcontroller will senda signal to the relay and then the automatic off-hooking ofthe telephone takes place.At the same time,microcontroller will transmit # to the computer which is anindication to play the Welcome message.


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The relay used is DPDT type and after automatic off-hooking takes place, the relay connects the telephone

lines to the decoder IC 8870 and isolation transformer. As the telephone lines are connected to the voice card,

the caller gets to hear the stored messages and asks thecaller to enter the roll number of the student whose resultis to be known. After the caller dials the roll number fromthe touch tone keypad of his telephone, that number willbe decoded by the decoder IC 8870 and the decodedinformation will be sent to the computer via themicrocontroller.

Computer on receiving the decoded information will checkthe database to access the result of the student whoseroll number is entered.

Then the computer will send the desired information to thevoice card and the caller will get to hear the result of thestudent on his telephone through the voice card.


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RECENT DEVELOPMENTS

SPEECH ENABLED-IVRS

Today IVRS system can be made more attractive by replacingthe touch tone interfaces with speech enabled applications.

Some applications recognize a very limited set of spoken letters

and numbers that primarily represents the touch key pad. Mostadvanced application can enable recognition of more complexphrases and sentences spoken in conversational manner at anatural speed.

With this speech enabled IVRS systems, the caller can obtaininformation and perform transactions by natural speaking.

Increases the variety of automated service delivered over thetelephone and increases the demand for telephony equipment

Just as interactive touch-tone applications fuelled thedevelopment of new businesses; speech recognition is creatingnew opportunities for imaginative entrepreneurs


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ADVANTAGES

The biggest advantage of IVR for small and largeorganizations is to save time and money.

IVR systems have the advantage of making callersand customers feel like they're being attended to,even if it's just by a machine. If you have a simplequestion, it's better to get a quick answer from acomputerized operator than to wait ten minutes onhold before talking to a human being.

IVR systems don't sleep. They don't take lunchbreaks. An IVR system can be available 24 hours a

day to field questions and help customers withsimple tasks. An IVR system can make a small company look

bigger.


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DISADVANTAGES

The greatest disadvantage of IVR systems is thatmany people simply dislike talking to machines.Older adults may have a hard time followingtelephone menus and lengthy instructions. Andyounger callers get frustrated with the slowness of

multiple phone menus. Companies have also been criticized for using IVR to

reduce operational costs but not offering similarservices using agents. Such methods tend tofrustrate customers who feel that their right to speakto an agent is being restricted. Examples of servicescriticized in this way include debt recovery andgiveaways (concert tickets, satellite/cable receivers,etc.).


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APPLICATIONS

BANKING & FINANCE

Credit Card Activation System

Credit Card Authorization

Forex Enquiry by Speech RecognitionStock Quote By Speech Recognition

EDUCATION

Library Book RenewalStudent Registration System

Student Result Declaration System


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GOVERNMENT

In order to improve the efficiency of informationaccessibility, many government departments such asthe LabourDepartment, the Education Department,the Immigration Department, the Inland Revenueand the Department of Health, have already

implemented IVRS systems to provide hotlineservices.

TELECOMMUNICATIONS

Prepaid Roaming

Post-paid Calling Card, Prepaid Calling Card, andWireless Prepaid (or Mobile Prepaid)Mobile Number PortabilityNumber Change Announcement


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FUTURE ASPECTS

In future, the concept of Interactive Voice Response System can beused in various transport departments like Bus transport Metro rail Railways and Airports

As the transport companies not only need to be fast and responsive,but also need to provide customers with an easily accessibleinformation system providing: Information Enquiry Schedule Enquiry SISR Information Enquiry Teleticketing System

Also we should see new technology coming to the fore. The mostexpected modification is the replcement ofDTMF signals by usersvoice commands.


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THANK YOU

ivrs presentation (2)

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