CrystalWAVE

VoltDelta’s CrystalWAVE (Weighted Average Voice Evaluation) technology works to enhance the caller experience by utilizing innovative and flexible algorithms to arbitrate between low level results of grammar confidence scores to best match a caller’s request.

Context sensitive grammar evaluation helps to eliminate results that are not applicable for the dialog within the application. Value includes better accuracy, reduction in false presentations to callers and minimizing tuning requirements. Crystal WAVE technology was initially developed for the directory assistance market to improve accuracy for massive call volumes. It is especially applicable for Enterprise applications when dialogs become more complex and organization seek to reduce costs associated with grammar tuning.

CrystalWAVE voice recognition value includes:

Accuracy - Word based recognition, permutational analysis, and proprietary matching algorithms work together to improve accuracy. Additionally, and Out Of Vocabulary (OOV) grammar enhanced by years of Directory Assistance experience is layered within CrytalWAVE’s real time analysis to filter out unproductive utterances.
Context Sensitivity – Automatically eliminates recognition results if the statistical match does not fit with the intent of the dialog. Caller experience is thus enhanced by minimizing false presentations to callers.
Reduced Tuning - Applications can be deployed more quickly as CrystalWAVE accuracy requires less tuning to achieve desired results right from the start. Multi-dimensional grammar evaluation and context sensitive intelligence also help to reduce ongoing tuning requirements.
Unique Directed Dialog Performance - CrystalWAVE is able to more effectively discern intent when callers decorate their responses with “ums” and “ahs”, or respond with words that are out of an expected order. For example, a caller responding to a survey example might say “um actually I am satisfied…very”. Typical directed dialog applications would struggle with this response while a CrystalWAVE powered solution would return “very satisfied” with a high confidence score.
Recognition Engine Independence – CrystalWAVE is a speech recognition engine vendor independent technology. It can also add value within Directed Dialog or Natural Language Understanding-based applications.

CrystalWAVE White Paper

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