CHAPTER ONE

INTRODUCTION
What can be done using an Inter voice System?
When connecting an Inter-voice system into telephone lines (either analog lines
or digital
T1/E1 trunks), the applications can handle either incoming or outgoing calls and
then
perform the following voice processing features:
• DTMF or pulse tone input
• Provides unlimited pre- recorded voice messages
• Live recording of customer messages
• Accesses or stores information to and from the back-end host, database or the
Internet
• Uses leading speech recognition technology to process either spoken words or
full
sentences
Who should use Inter voice?
Using Inter voice hardware and software, we have developed voice automation
applications, which can:
• Transfer the customer calls to the right people to handle
• Provide the most updated product or service information
• Record customer messages for follow up later
• Perform automated transaction processing without human intervention.
What are interactive voice response (IVR) systems?
Interactive Voice Response (IVR) systems allow callers to interact with the
communications system over the telephone. IVR is used to enable the caller to
retrieve
information from a database, enter information into a database, or both. IVR
systems
allow the user to efficiently exchange information, reducing clerical processing.
How It Works?
An IVR system talks to callers following a recorded script. It prompts a response to
the
caller and asks him to respond either verbally or by pressing a touchtone key, and
supplies the caller with information based on responses made.
What are important features of IVR systems?
IVR system should store responses made by callers.
Should be able to provide different responses to callers based on time of day
called.
Should be able to capture either touch-tone or voice responses by callers.
1.1AIM OF THE PROJECT
We have decided to choose this topic “IVRS” because
• IVRS is a Acronym for Intelligent Voice Response System
• The system used is Intelligent for Interaction
• Will consider the nature of the user, to provide the correct response.
• And will provide the user with all sorts of related information for his concern
So we have decided it to implement this system for educational purpose i.e.
marks
enrollment.
1.2 BRIEF HISTORY OF IVRS
CALL centres originated as a cost-cutting measure by US companies several
decades
ago, but they only really started to take off in the UK in the 1970s. The initial
centres
were in-house operations in larger organizations and they tended to share and be
formed
by the same basic assumptions and drivers. The idea was that if you could cluster
the
majority of telephone based contacts with the customer in a single department
you could
have people focused just on call-related services.
Several advantages would follow. First, as a coherent department focused on
telephone
services, such a ‘centre’ could be managed more coherently. A second motive was
that
through careful management of the centre, you would inevitably get the benefit
of having
more calls handled by fewer people.
Steve Morrell, Managing Director at ContactBabel, an organization that
specializes in
analyzing the call centre market, points out that this early focus on ‘efficiency’
and cost
cutting, in a sense, got the call centre industry started off on the wrong foot - at
least in
relation to current ‘best practice’
"It meant that the whole industry focused on measuring things such as call
lengths, or
time to resolution. The faster the operator could complete a call, the more
efficient and
effective the contact with the customer was deemed to be," he explains.
Divide the number of calls by the number of operators, and you could see at a
glance how
‘efficiently’ your centre was operating. The bigger the number, the better. The
shorter the
call duration and the shorter the time to resolution, the better.
There were obvious problems with this approach. First, it led to a ‘sweat the
agent’
attitude, since the pressure was on to set call centre agents more and more
‘stretching’
targets by way of calls per hour that they were supposed to complete. Second, it
led to a
high turnover in staff as people became burned out by the pressure cooker
atmosphere.
Since the costs of training a call centre agent are not trivial (Morrell puts them at
around
£6,000 per agent on average), a high staff turnover leads to high costs.
A third issue, which took rather longer for companies to grasp, was that agents
were not
being given the opportunity to learn very much about the customer, or to add
much value
to the customer’s relationship with the organization. In fact in many instances an
emphasis on keeping call times as brief as possible would actually cause the
agent, at
best, to sound impersonal and unsympathetic to the customer. At worst the
experience
would be decidedly unsatisfactory and would possibly do lasting damage to the
company’s brand and reputation in the customer’s eyes.
Morrell points out that call centres were given a huge boost in the UK in the
1980s when
telecoms deregulation led to a fall in the price of fixed line calls. Channeling
contact to
the customer through the telephone became an even more cost effective option
for
companies.
Since the UK led the way in telecoms deregulation in Europe, this was a major
factor in
the UK having more call centre seats than any country with the exception of the
US. We
currently have in excess of 800,000 call centre places across the UK, and the
number is
projected to go beyond 1,000,000 within the next three years.
Colin Mackay, a Director of the industry body, the Call Centre Managers
Association
(CCMA), points out that pioneering centre set up by Direct Line and then by First
Direct,
proved how powerful these centres could be for financial services organizations.
"It
meant that they could reach large numbers of the public without the requirement
for sales
people on the street," he said.
As Mackay notes, about 80% of the questions that people have about financial
services
products, from mortgages to loans and insurance, can be answered over the
phone,
without the need for a face-to-face meeting. Operations such as Direct Line were
able to
demonstrate considerable cost savings and efficiencies over conventional
financial
services product distribution strategies.
Scotland and the north-east of England did very well out of the first two decades
of call
centre operations in the UK. As Mackay explains, call centre operators tended to
favour
regions outside the expensive south-east of England, where building premises
were far
cheaper, and where there was a reasonably well-educated potential work force.
The fact
that the north-east of England and Scotland had seen a massive decline in their
heavy
industries meant that there was also competitive pressure for jobs, so wages
were more
competitive too, than down south.
1.3 LITERATURE SURVEY/ TECHNOLOGICAL SURVEY
A Survey was carried by us was found that the system we are going to implement
is not
present in any of the college in “Pune University”
Literature related to our topic is as follows:
• Interactive voice technology development
For telecommunications applications
A Speech and Acoustics Laboratory, NTT Human Intel face Laboratories, Japan
• Efficient client–server based implementations of
mobile speech recognition services
Richard C. Rose a,*, Iker Arizmendi b, 1 a McGill University, Department of
Electrical and Computer Engineering,
• Analyzing interactive voice services
Kenneth J. Turner *
Computing Science and Mathematics, University of Stirling, Stirling FK9 4LA,
UK
1.3.1 Technologies used
DTMF signals (entered from the telephone keypad) and natural language speech
recognition interpret the caller's response to voice prompts.
Other technologies include the ability to speak complex and dynamic information
such as
an e-mail, news report or weather information using Text-To-Speech (TTS). TTS is
computer generated synthesized speech that is no longer the robotic voice
generally
associated with computers. Real voices create the speech in tiny fragments that
are
spliced together (concatenated) before being played to the caller.
1.3.2 An IVR can be utilized in several different ways:
1. Equipment installed on the customer premise
2. Equipment installed in the PSTN (Public Switched Telephone Network)
3. Application service provider (ASP).
4. Virtual Hosted IVR
Many business applications employ this technology including telephone banking,
order
placement, caller identification and routing, balance inquiry, and airline ticket
booking.
A simple Voicemail system is different from an IVR in that it is person to person
whereas
an IVR is person to computer. IVR Voice forms can be used to provide a more
complex
voicemail experience to the caller. For example, the IVR could ask if the caller
wishes to
hear, edit, forward or remove a message that was just recorded.
An Automatic Call Distributor (ACD) is often the first point of contact when calling
many larger businesses. An ACD uses digital storage devices to play greetings or
announcements, but typically routes a caller without prompting for input. An IVR
can
play announcements and request an input from the caller. This information can
be used to
route the call to a particular skillset. (A skillset is a function applied to a group of
callcenter
agents with a particular skill)
Interactive voice response can be used to front-end a call center operation by
identifying
the needs of the caller. Information can be obtained from the caller such as
account
numbers. Answers to simple questions such as account balances or pre-recorded
information can be provided without operator intervention. Account numbers
from the
IVR are often compared to caller ID data for security reasons and additional IVR
responses are required if the caller ID data does not match the account record.
IVR call flows are created in a variety of ways. A traditional IVR depended upon
proprietary programming or scripting languages, whereas modern IVR
applications are
structured similar to WWW pages, using VoiceXML, SALT or T-XML languages. The
ability to use XML developed applications allows a Web server to act as an
application
server, freeing the developer to focus on the call flow. It was widely believed that
developers would no longer require specialized programming skills, however this
has
been proven to be misguided as IVR applications need to understand the human
reaction
to the application dialogue. This is the difference between a good user experience
and
IVR hell.
Higher level IVR development tools are available in recent years to further
simplify the
application development process. A call flow diagram can be drawn with a GUI
tool and
the application code (VoiceXML or SALT) can be automatically generated. In
addition,
these tools normally provide extension mechanisms for software integration, such
as
HTTP interface to web site and Java interface for connecting to a database.
In telecommunications, an audio response unit (ARU) is a device that provides
synthesized voice responses to touch-tone key presses (DTMF) by processing calls
based
on (a) the call-originator input, (b) information received from a database, and (c)
information in the incoming call, such as the time of day.
ARUs increase the number of information calls handled and to provide consistent
quality
in information retrieval.
1.4 RECENT TRENDS AND DEVELOPMENT IN THE FIELD
It has become more common in industries that have recently entered the telecom
industry
to refer to an Automated Attendant as an IVR. This means that when discussing
an IVR
application, it is important to ensure that the person you are talking to
understand the
term to mean the same thing as you do. Generally-speaking, those with a
traditional
telecom background are more likely to refer to an Automated Attendant and IVR
as
separate things, whereas those from an Emerging Telephony or VoIP background
are
more likely to use the term IVR to define any kind of telephony menu, even the
most
basic Automated Attendant.
First IVR System / 1991
ITD successfully implemented the first interactive voice response systems in
Turkey at Pamukbank*, Yapý Kredi Bank and Akbank.
First Digital IVR / 1992
ITD made the implementation of the first biggest digital IVR system in Turkey.
First National Switch Center (BKM) / 1993
ITD has important contributions at the formation of the first and only transaction
switching system project of Turkey. The system is implemented jointly by BKM,
Deluxe Data International and ITD. This EFT (Electronic Funds Transfer) switch
provides ATM & POS sharing capabilities among member banks and serves as a
critical
link between
First Introduction of CTI Concept / 1994
ITD introduced the first Computer Telephony Integration at Biliþim '94.
ITD became the distributor of Genesys's Computer
First Speaker Independent Voice Recognition / 1995
ITD realized the first speaker independent
First Internet Integrated Call Center / 1998
ITD began to work on the first internet integrated call center project at Garanti
Bank and successfully made the implementation in February '99.
First Speech Recognition System / 2000
ITD launched Turkey’s First Speech-Enabled Call Automation System in July
2001 with Global Menkul Deðerler. Callers dial the main number, respond to
various
voice prompts using the Turkish language, and tell the system the company name.
 CHAPTER TWO
DETAILS OF TOPIC AND ANALYSIS
2.1 PRINCIPLE OF IVRS
Interactive voice response refers to technology supporting the interaction of
customer
with the service provider generally over the telephone lines.
When a person wants to access any of the services of the Interactive Voice
Response
System, he presses a number through his telephone keypad. The pressed number
appears
across the line and the ring detector circuit senses this ring. After a specified
number of
rings the relay is activated through the microcontroller, which in turn connects
the line to
DTMF decoder.
The activation of relay causes the number pressed to appear across the DTMF
decoder.
The decoder decodes the number pressed and then the decoder output is passed
through
the microcontroller to the computer.
Now, when the caller presses a number, the number pressed is decoded by the
DTMF
decoder and passed to the computer through the microcontroller using MAX232.
The computer recognizes the number and accesses the particular file from the
database to
output the voice message.
The output voice is passed through the voice card where the digitized serial data
is
converted into analog voice form and passed to the line. The caller gets the
information
through the line.
2.2 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,
the connection is established.
• The connection is established by lifting the handset of telephone base from
ONHOOK
condition.
• Now, a pre-recorded voice greets the caller conforming that the number dialed
corresponding to the particular service.
• Next, the menu is presented to the caller again in the voice form, giving him the
various options to choose from.
• If the information to be relayed back is confidential, then the system may even
ask the dialer, 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 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
2.3 GENERAL DESCRIPTION ABOUT TELEPHONY
Any telephone set will always be in any of the conditions mentioned below:
2.3.1 ON-HOOK
It is the state whenever telephone handset is placed on the cradle. During this
state, the
telephone line is open circuit with the exchange and the voltage of –48 V is
available on
each telephone line from the exchange.
2.3.2 OFF-HOOK
This is the state whenever telephone handset is displaced from the cradle. During
this
state the voltage level is between ± 5V to ± 12 V. The telephone OFF – HOOK
resistance
is typically 600 Ω .
2.3.3 SIGNALING TONES
• Dial tone:
This tone indicates that the exchange is ready to accept dialed digits from the
subscriber.
The subscriber should start dialing only after hearing the dial tone. Otherwise,
initial
dialed pulse may be missed by the exchange that may result in the call landing on
the
wrong number. The dialed tone is 33 Hz or 50 Hz or 400 Hz continuous tones.
• Ring tone:
When the called party is obtained, the exchange sense out the ringing current to
the
telephone set of the called party. This ringing current has the familiar double ring
pattern.
Simultaneously, the exchange sends out the ringing tone to the calling subscriber,
which
has the pattern similar to that of ringing current, the two rings in the double ring
pattern
are separated by a time gap of 0.2s and two double rings patterns by a time gap
of 2s.The
burst has duration of 0.4s. The frequency of the ringing tone is 133 Hz or 400 Hz.
• Busy tone:
Busy tone is bursty 400 Hz signal with silence period in between. The burst and
silence
duration has the same value of 0.75s. A busy tone is sent out to the calling
subscriber
whenever the switching equipment or junction line is not available to put through
the call
or called subscriber line is engaged.
• Number unobtainable tone:
The number unobtainable tone is a continuous 400 Hz signal. This tone may be
sent to
the calling subscriber due to a variety of reasons. In some exchanges this tone is
400 Hz
intermittent with 2.5s ON period and 0.5s OFF period.
• Routing tone:
The routing tone or call – in – progress tone is 400 Hz or 800 Hz intermittent
patterns. In
an electromechanical system it is usually 800Hz with 50% duty ratio and 0.5s ON-
OFF
period. In analog electronic exchange it is 400 Hz pattern with 0.5s ON period and
0.5s
OFF period. In digital exchange it has 0.1s ON-OFF period at 400 Hz
• TOUCH –TONE KEY PAD
Touching a button generates a ‘ tone’, which is a combination of two frequencies,
one
from lower band and other from upper band. For e.g. pressing push button ‘7’
transmits
852 and 1209 Hz.
1209Hz 1336Hz 1477Hz
123
456
789
*0#
Fig 2.1 Typical 4 x 3 touch keypad
In the keypad ten keys of decimal digits are used to call required number. The
touch-tone
telephone produces decade or DTMF signals for DTMF type. The keypad produces
twotone
sinusoidal outputs. Rows and columns determine the frequency. This keypad is
working with different frequencies but only two frequencies are transmitted at a
time. So
the signal coming from this type of telephone is called Dual Tone Multi Frequency
(DTMF).
2.4 TELEPHONE INTERFACE SECTION
It consists of following subsections:
2.4.1 Ring Detector Section
Ring detector circuit does the function of detecting the ring activating signals and
then
counts the number of rings.
2.4.2 Ring activating signals
This is send by telephone exchange to the subscriber. This signal causes an audio
tone in
the subscriber’s telephone set. This ring tone is an alarming signal, which diverts
the
attention of the subscriber towards the instrument. The ring signal produced at
the
central office is composed of a 10v ac, 400Hz signal that is always present on the
telephone line with the handset in ON-HOOK position.
The ring-activating signal is |ON for 0.2 sec and the subscriber can hear the sound
of ring
in that duration of time. For next 0.4 sec the ring-activating signal goes OFF. Now
the
subscriber can’t hear the sound. Again this repeats for six times with the pause of
2 sec.
Thus the subscriber hears six rings.
697Hz
770Hz
852Hz
941Hz
2.4.3 Optocoupler
In the same application it is necessary to isolate input and output. The isolation
can be
achieved in many ways. One of these is to use an Opto-coupler. Opto-coupler is
controlled by optical energy.
2.4.4 Construction:
Optocoupler is MCT 2E. The device consists of GaAs infra red emitting diode
optically
coupled to a monolithic silicon phototransistor detector.
2.5 DESIGN FLOW OF HARDWARE AND SOFTWARE
Fig. 2.5.1 Design Flow of software Design Flow of Hardware
 CHAPTER THREE
COMPONENTS OF INTERACTIVE VOICE RESPONDS
The main components of my system are as follows:
• Ring Decoder
• DTMF Decoder
• MICROCONTROLLER
• MAX 232
• Relay
• Isolation Transformer
• Voice Card
3.1.1 Ring Decoder
Ring decoder consists of:
• Bridge Rectifier
• Capacitor Filter
• Opto Isolator
3.1.2 DTMF Decoder
In DTMF signaling, two frequencies are allocated to each digit in the push button
keypad.
The main function of the DTMF decoder is to detect the two frequencies and until
and
unless these two frequencies allocated for a particular digit are obtained, that
particular
digit will not be recognized by the DTMF decoder. The decoder uses digital
counting
technique to detect and decode all 16 DTMF tone pairs into 4 bit code.
Its features are:-
• Complete DTMF Receiver
• Low power consumption
• Internal gain setting amplifier
• Adjustable guard time
• Central office quality
• Power-down mode
3.1.3 Microcontroller
• 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.
3.1.4 Relay
Relay is used as a switch to provide the connection between the telephone line
and the
voice card as well as the DTMF decoder.
3.1.5 MAX 232
• Convert the voltage levels.
• Dual driver/receiver that includes capacitive voltage generator to supply 232
voltage levels from single 5V supply.
• Each receiver converts 232 inputs to 5V TTL/CMOS levels.
• Each driver converts TTL/CMOS input levels into 232 levels.
3.1.6 Isolation Transformer
The simplest and the most common way to do the isolation is by using audio
transformer
which is a 1:1 isolation transformer.
3.1.7 Voice Card
It is the output device of the project.
The caller will get to hear the information through the voice card.

SELECTION OF DTMF DECODER

This is the most important task for my project. As the number pressed by the
caller is
needed to be decoded before sending it to the microcontroller, a DTMF decoder
is
needed.
For our project, we have used DTMF decoder IC8870.Its features are :-
• Complete DTMF Receiver
• Low power consumption
• Internal gain setting amplifier
• Adjustable guard time
• Central office quality
o Power-down mode
SELECTION OF MICROCONTROLLER
To achieve this task we first analyzed my needs. Those were..
• To achieve fast operation
• To achieve great sensitivity
So for these we decided to select microcontroller 89C52. As it is having sufficient
amount of RAM for such simple operations of reading. It supports high speed
operation
and has greater sensitivity when put into scanning mode of its inputs.
SELECTION OF RELAY
Relays available are HK, PLA, OEN and GOODSKY. These are the different
manufacturers of relays. Also, according to the DC voltages, relays available are
5V, 6V, 12V, 18V AND 24V. According to the type, relays available are SPST, DPDT
and SPDT.Also, relays can be PCB mountable and Panel mountable. According to
the
need of my project, I have used a 12V, DPDT, PCB mountable relay manufactured
by
GOODSKY.
SELECTION OF MAX 232
Actually MAX 232 is used because we wanted to have serial communication
between
microcontroller and computer. This supports short distance serial communication.
we are using MAX 232 in IC format due to ready made availability of this.
Some capacitors have to arrange along peripherals pins of this IC which we have
connected in our actual circuit. Need of these capacitors is due to fact that MAX
232
datasheet shows need of such capacitors in order to pull data from one point to
another
point.
SELECTION OF COMPUTER
Basically, we are going to implement a Visual Basic Code and a hardware
depending on
these VB commands. So while selecting a computer, we considered some points
like
whether Microsoft’s Visual Basic 6.0 is installed on this machine or not, then
machine’s
RAM and Hard disk space necessary to support VB environment, then secondary
factors
like color screen for exciting GUI and attractive model.
Also, as our project needed a voice card as the output device, a personal
computer with a
voice card was chosen.

WORKING OF THE PROJECT

• When the telephone is in the idle condition, the voltage will be -48V.
• When the ringing occurs, it will be 125V peak to peak AC signal superimposed
on -
48V.
• The opto isolator is used to isolate the microcontroller from high voltage AC
signals
and it consists of GaAs infrared emitting diode optically coupled to a monolithic
silicon phototransistor.
• The microcontroller will detect the ring through the port 1.5 and it will count
the
number of rings.
• After a fixed number of rings, the microcontroller will send a signal to the relay
and
then the automatic off-hooking of the telephone takes place.At the same time,
microcontroller will transmit ‘#’ to the computer which is an indication to play the
‘Welcome’ message.
• 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.
• The transformer used is a line transformer used to isolate voice card from high
voltages.
• As the telephone lines are connected to the voice card, the caller gets to hear
the
stored messages and asks the caller to enter the roll number of the student
whose
result is to be known. After the caller dials the roll number from the touch tone
keypad of his telephone, that number will be decoded by the decoder IC 8870 and
the
decoded information will be sent to the computer via the microcontroller.
• Computer on receiving the decoded information will check the database to
access the
result of the student whose roll number is entered.
• Then the computer will send the desired information to the voice card and the
caller
will get to hear the result of the student on his telephone through the voice card.

SOFTWARE TO BE USED:
• Visual Basic 6.0
• MS –Access 2003
ADVANTAGES OF USING VISUAL BASIC 6.0
• Office/VSTO development.
The Office object model was created with optional parameters, a feature of VBA,
in mind
and makes heavy use of it. As Visual Basic supports this it has an advantage over
C#
• COM inter-op with older applications.
And in this case I am specifically referring to COM interop without a complete
type
library, something common in VB6 or Visual FoxPro. This is where Option Explicit
Off
is a great helper and time saver.
6.2 ADVANTAGES USING MS-ACCESS 2003
Although there is always overlap, the following rules might help when deciding
when or
when not to use MS Access:
• MS Access is best used for long-term data storage and/or data sharing.
• MS Excel is best used for minor data collection, manipulation, and especially
visualization.
• SPSS is best used for minor data collection and especially data analysis.
• It is easy to export data from MS Access to Excel 􀃆 SPSS
• Cheap, readily available (packaged with MS-Office Premium).
• Easy to use (relative to other systems –Oracle may require one FTE to maintain
the server as a database administrator and another FTE to serve as an application
developer).

ADVANTAGES AND DISADVANTAGES OF USING IVR SYSTEMS

ADVANTAGES
The biggest advantage of IVR for small and large organizations is to save time and
money. Answering phone calls takes a lot of time, and not every phone call
deserves the
attention of a trained employee. IVR systems can take care of most of the
frequently
asked questions that an organization receives (office hours, directions, phone
directory,
common tech support questions, et cetera) and allow customer service reps,
salesmen and
tech support specialists to concentrate on the harder stuff. If a large company is
able to
shave even a second off the average length of each phone call with a live
operator, it can
save them hundreds of thousands or even millions of dollars a year [source:
Human
Factors International]. IVR systems have the advantage of making callers and
customers
feel like they're being attended to, even if it's just by a machine. If you have a
simple
question, it's better to get a quick answer from a computerized operator than to
wait ten
minutes on hold before talking to a human being.
Another advantage is that IVR systems don't sleep. They don't take lunch breaks.
They
don't go on vacations to the Bahamas. An IVR system can be available 24 hours a
day to
field questions and help customers with simple tasks. An IVR system can make a
small
company look bigger. Some IVR hosting plans even set you up with an 800
number to
look more official. Subscription IVR hosting plans make it easier for businesses
and
organizations to use these automated phone services. This is a big advantage of
days past,
when only large companies with big telecommunications and computing budgets
could
afford the hardware, software and staff to run in-house IVR systems.
7.2 DISADVANTAGES
The greatest disadvantage of IVR systems is that many people simply dislike
talking to
machines. Older adults may have a hard time following telephone menus and
lengthy
instructions. And younger callers get frustrated with the slowness of multiple
phone
menus
Chapter 8.
BANKING, EDUCATION & FINANCE
Technological innovations have brought about not just new types of electronic
money,
but also new bank-customer relationships. These relationships are fuelling the
demand for
more and more innovative banking services such as:
• Call Center with Customer Relationship Management Software
• Credit Card Activation System
• Credit Card Authorization
• Forex Enquiry by Speech Recognition
• Stock Quote By Speech Recognition
• Telephone Banking System
• Telephone Loan Approval
• Trade & Account Inquiry Service
• Voice Recording System
EDUCATION
Apart from providing an environment for learning, educational establishments are
now
improving their quality of service, offering a better level of support to both
students and
to the public through:
• Enquiry Hotline
• Library Book Renewal
• Student Registration System
• Student Result Declaration System
GOVERNMENT
In order to improve the efficiency of information accessibility, many government
departments such as the Labour Department, the Education Department, the
Immigration
Department, the Inland Revenue and the Department of Health, have already
implemented IVRS systems to provide hotline services.
TELECOMMUNICATIONS
In this highly competitive industry, we can help telecom service providers (wire
line or
wireless) to develop infrastructure and add value to their services through:
• Prepaid Roaming
• Postpaid Calling Card, Prepaid Calling Card, and Wireless Prepaid (or Mobile
Prepaid)
• Mobile Number Portability
• Number Change Announcement
• Fax Stored-And-Forward Service
• Signaling Protocol Converters
 CHAPTER FOUR

CONCLUSION
The system designed will be intelligent for interaction and will suitably provide a
good
response to the caller who will access it. It will be truly a responsible system for
human
mankind. We will make it better than the present scenario system. It will be
digitally
accessed and will have a strong data base and can be operated easily and of low
cost. And
the future will show that every organization will be using our system.