Role of text-to-speech in telecommunication

Text-to-speech systems have attracted a lot of research and development during the last decade. Recently, this work has resulted in relatively inexpensive products with decent speech quality. Text-to-speech systems offer an alternative to presenting text information on screens or paper. The telephone could hence be used as a computer terminal. Very little information is at present available on human factors in the use of these new devices. In this paper, we will discuss the use of a multilingual text-to-speech system in various applications related to telecommunications.

How Text-to-Speech Works in telecommunication world

Text-to-speech has a wide variety of uses, and how you’ll utilize it will depend significantly on the result you intend to achieve. Generally speaking, the TTS process begins with a written message you’ve prepared — for example, as part of a sales campaign. You’d then paste this message into TTS software, which converts the speech to text. After fine-tuning the voice message for cadence and style, you can use the message to generate conventional recorded phone messages, receivable through any smartphone, tablet, or regular desk phone.

The technology industry is growing rapidly, and human interaction is becoming more digital. In self-service communication, how well text can be converted into spoken words and vice versa is crucial.

Voice recognition has been completely transformed by text-to-speech solutions. It converts text data into speech solutions using Interactive Voice Response (IVR).

In the past, Text to Speech (TTS) was difficult to comprehend and inaccurate, which decreased call productivity. As a result of recent advanced research, text-to-speech systems have become more and more functional.

It is now possible to provide status and accurate information to repeat callers with advanced IVR applications (Interactive Voice Response).

Why does TTS matter in a telecommunication?

There has been an increase in the deployment of text-to-speech systems within IVR systems. IVR is an acronym for Interactive Voice Response. It is an automated, interactive system that provides customer service, either in addition to or instead of a human agent. TTS plays a key role in creating an IVR system that isn't limited to the words and phrases it was programmed with. Working with a voice actor is usually necessary when creating or updating an IVR. You need to figure out everything you might need to say in advance and record it.

What are the benefits of using TTS?

There are more than 400 million Spanish speakers worldwide, so you can deploy IVR in a variety of languages. There are almost 500 million Hindi speakers worldwide. There are more than a billion people who speak Mandarin Chinese. Can you tell me what it would mean for your business if you had automated contact center services in each of those languages? 

The vast majority of languages are already programmed into TTS systems. It suddenly doesn't matter what language you speak. Adding to your IVR is easier now.

Suppose you want to add a new section to your IVR flow. Can it be done in a reasonable amount of time? It should be pretty quick if you have the right tools. With the exception of one step - working with voice talent. However, it is amazing how much of a bottleneck that can be! In addition, it is expensive.

It's one less thing you have to worry about if TTS can provide a good portion of the conversation. As a result, your IVR can be improved and updated much more frequently. Audio messages can be created for outbound communication. As a result of TTS, you will also be able to call your customers without the need for an agent. Accessibility options like this are very useful for customers who are visually impaired. 

An outbound call is placed by your auto dialer. TTS allows the system to communicate with the customer if the call is connected. There is no need to wait for a follow-up question from the customers. The system can leave a message if it doesn't connect - you're basically sending audio files rather than or in addition to text. 

Conclusion:

By handling much of the data collection and research in calls, conversational IVR contributes to this. There is only 25% actual engagement in a typical six-minute call; the rest is awkward silence and typing.