Design And Implementation Of Interactive Voice Response (IVR) System Based On SALT

Interactive Voice Response (IVR) is an important component of a call center. The customer can input information through multi-modal at the touch of button and speech in the interactive voice response (IVR) system based on SALT. They may gain pre-recorded information, either digital or synthetic voice. The information has benefit to the customer. With the development of information technology, IVR has gone through a process from centralization to distribution. The distributed IVR adopts the function of intelligent gateway, which sends out information from local place rather than long-distance sending, thus not only has reducing the cost, but also has upgrading the quality of service. The development of IVR Voice Response System is an inevitable trend in IVR technology. So the research of Interactive Voice Response (IVR) system is of great significance both in theory and practice.With a focus on technology of SALT (Speech Applications Language Tags) that SALT forum will publish recently, this essay brings up the total structure of Interactive Voice Response (IVR) system based on SALT, and expounds the theory scheme and methods of realization. An Interactive Voice Response (IVR) system has been developed based on the actual circumstances at small- and medium-sized enterprises, which has provided a set of software for small- and medium-sized enterprises that conforms to practice and suits the demand in customer service. By applying to present mature network technology, the system can achieve the transferof all kinds of information, and enable the enterprise to respond to customer information in a rapid manner, maintain a stable and long-term relationship with the customer so as to enhance the competitiveness of the enterprise. At the same time it is possible to establish a brand new modern management mode for customer service, thus pushing the enterprise to move from a low level to a higher level.The language used in the development of this system is C# from Microsoft Visual Studio .NET, in combination of the technology of Web Service and Speech Application SDK, by adopting structural pattern of browser and server (B/S). The supporting database is Microsoft database (Microsoft SQL Server2000 or Microsoft Access). The system runs on Windows 2000, Windows XP or Windows Server 2003 operation system and IIS 6.0. It has friendly interface and can work stably. The system can complete the process, including artificial service (online service etc.), automatic speech service (speech navigation, speech query, speech consultation, speech letter box, Fax service, E-mail service and chit service, etc.), system maintenance, and statistical report, etc.