Dialogos Voice Banking
System of automated phone banking service
The telephone, fixed or mobile, is everywhere. Everybody knows how to use it and for that reason it is the most widespread alternative means of executing banking transactions.
Dialogos Voice Banking solution has already been successfully implemented and thoroughly tested through its implementation. User-friendliness, reliability and accuracy are the solution’s main characteristics, enabling it to fully meet the requirements of this demanding sector’s applications.
Main features
Dialogos Voice Banking system:
- Uses voice as an extra biometric identifier of the caller, thus enhancing security
- Allows a natural dialog based communication
- Preserves the security of transactions by enabling the touch-tone entry of delicate data through the telephone's keypad
- Is built on open standards (VoiceXML, CCXML)
- Adopts the web applications development model thus facilitating its expansion with new functions
- Is connected to the back-office systems using open standards
- Is supported by a specialized recognition package, in order to cover the sophisticated needs of banking applications
- Makes the best of Dialogos Voice Platform's potentials for its integration with the banks' contact center
Advantages
Dialogos Voice Banking combines the directness of voice communication through the telephone, with the e-banking applications' cost-effective support and operation through the internet.
The users of Dialogos Voice Banking, having their voice as their means:
- Receive information on the bank’s products and services
- Choose the transaction they wish to perform
- Enter the necessary data and complete their transaction
The system development is based on open standards (VoiceXML, CCXML) and on the web applications design module, thus allowing the integration with the banks’ back-office systems through proprietary or open interfaces (custom APIs or Web Services).
Functionality
With regard to speech recognition, Dialogos Voice Banking application is supported by specialized statistical models, which enhance the system’s recognition accuracy on expressions related to banking applications, such as numerical expressions, amounts, codes and dates.
At the following table are figured the Nuance Recognizer system's rates of successful recognition, using either Nuance's basic package or Dialogos' specialized recognition package for Voice Banking applications.
| Application | Nuance recognition package Nuance |
Dialogos Voice Banking Recognition Package |
|---|---|---|
| 16-digit codes | 77,0% | 85,0% |
| 6-digit codes | 92,3% | 95,6% |
| Amounts | 75,7% | 85,0% |
| Dates | 83,1% | 91,2% |
Furthermore, by integrating Nuance Verifier into the system, Dialogos Voice Banking Application can use the caller's voice as a biometrical element of identification. Therefore, in combination with a secure access procedure of multiple personal codes entry, the voice application can become practically proof against any identity theft attack.