How to use speech

CCaaS Designer provides blocks that you can use to create speech-enabled Interactive Voice Response (IVR) scripts, if this feature has been enabled for your contact center. See external media in the CCaaS Tenant Administrator Help.

These blocks support:

• Text-to-Speech (TTS) — an application that synthesizes a spoken sound version of text.
• Automatic Speech Recognition (ASR) — a technology that enables users of IVR systems to speak entries instead of entering information through DTMF.

The speech-enabling blocks are:

• Set Language
• Speech Play and Collect
• Speech Enabled Menu
• Define Grammar
• Play text

Note Your system administrator should tell you which languages are available for speech enabled scripts.

To use ASR, you must first develope a grammar. A grammar specifies the words and patterns of words to be listened for by a speech recognizer. CCaaS speech servers are provided by third parties, so ask your system administrator to provide the information for creating a grammar.

You develop speech-enabled scripts in the same way as other scripts. Use the blocks listed above and the other blocks in the Script blocks panel to create your scripts. Test your speech-enabled scripts using both DTMF and speech interactions.