IVRS

Presented By –
Sam Abhinav Kullu(2K7/EC/690)

Sujeet Kumar (2K7/EC/700)

Sudhanshu Bhasin (2K7/EC/699)

Please say
your account number
Departure/Arrival/Delay status
Annoyed
of all
these
automated
messages
?
So why do
all big companies
use them????

A lot of MONEY.
Flight Status

Account Balance
Update

Appointment Reminder

Delivery Confirmation
SO HOW MUCH TIME IS
REQUIRED TO INSTALL THIS
FEATURE?
Packages Starts @50$ per month
To Know more about IVR System

Just Pay Attention

And in next few slides you will Know everything

you need to know about an IVR System
 INTRODUCTION

 In today’s competitive world any business must build

flexible systems that adapt easily to evolving
requirements of the critical business processes. IVRS is
one such system that transforms the traditional business
model into customer centric model.
 IVRS is historically interactive speech memory driven
that walk the caller through a series of prompts where
they respond to questions by pressing the combination
of one or more buttons of the phone keypad.
INTRODUCTION

 IVRS is an important development in

the field of interactive communication
which makes use of the most modern
technology available today.
 IVRS is a unique blend of both the
communication field and the software
field, incorporating the best features
of both these streams of technology.
INTRODUCTION
 IVRS is an electronic device through
which information is available related
to any topic about a particular
organization with the help of
telephone lines anywhere in the world.
 IVRS provides a friendly and faster
self service alternative to speaking
with customer service agents.
SEQUENCE FOLLOWED IN THE IVRS SERVICE

 Caller dials the IVRS service number.

 The computer waits for a specified number of
ringing tones at the end of which, the
connection is established.
 The connection is established by lifting the
handset of telephone base from ONHOOK
condition.
 Now, a pre-recorded voice greets the caller
conforming that the number dialled
corresponding to the particular service.
SEQUENCE FOLLOWED IN THE IVRS
SERVICE
 Next, the menu is presented to the caller again in the voice
form, giving him the various options to choose from.
 If the information to be relayed back is confidential, then the
system may even ask the dialler, to feed in a password
number.
 The database is accordingly referenced and the necessary
information is obtained.
 Next, the same information is put across to the user in voice.
 The caller is generally given the option to :
a. Repeat whatever information was voiced to him.
b. Repeat the choices.
c. Break the call by restarting ON-HOOK condition
Technologies Used
 DTMF signals (entered from the telephone keypad)
and natural language speech recognition interpret
the caller's response to voice prompts.
 Text-To-Speech (TTS): TTS is computer generated
synthesized speech that is no longer the robotic
voice generally associated with computers. Real
voices create the speech in tiny fragments that are
spliced together (concatenated) before being played
to the caller.
 Serial Communication: It is used to send DTMF
signals obtained from the user to the computer.
Various protocols are used in this technology.
HARDWARE SECTION

 DTMF decoder

In DTMF signaling, two frequencies are allocated to each digit in the

push button keypad. The main function of the DTMF decoder is to
detect the two frequencies and until and unless these two frequencies
allocated for a particular digit are obtained, that particular digit will not
be recognized by the DTMF decoder. The decoder uses digital
counting technique to detect and decode all 16 DTMF tone pairs into 4
bit code.

 Micro controller
It is the central controller of the whole project.
• It scans all channels continuously.
• It transfers the logical values serially to the PC.
• Various tasks are assigned to peripherals.
 Relay: The relay switch is used in IVRS to switch between
the ring detector circuits and the DTMF decoder circuit. The
relay connects the telephone to the ring detector when the
call is not processed by the microcontroller. On receiving a
high signal from the microcontroller, the relay switches to
the DTMF. Transistor BC 548 is used to drive the relay by
providing the required current.

 Ring detector: The ring detector is connected directly to

the telephone line through the relay which is controlled by
microcontroller (8751). The function of the ring detector is to
detect if the telephone is ringing or not.

 Level Translator: To provide the interface between PC and

micro controller. A MAX232 has been used in our case.
 Serial Communication Interface:The main purpose of the RS
232 IC is to act as a serial interface between the microcontroller
and the PC. It provides the voltage compatibility between the TxD
and RxD pins of the microcontroller and the serial port of the PC.
The voltage level of the TxD and RxD pins of the serial port of the
PC are 12V. The RS 232 IC there fore provides compatibility
required to interface the computer and the microcontroller.

 Personal Computer: To store the data base and to carry out the
text to speech conversion.

 Audio Amplifier: The audio amplifier, TDA 2006 can amplify the
output of the PCs sound card 12W thereby making the PC output
audible on the telephone line. In addition the audio amplifier acts
as a buffer between the telephone line and the sound card
thereby protecting the sound card from the high voltage present
on the telephone line.
SOFTWARE SECTION

 Visual Basic
VISUAL BASIC is an ideal programming language for developing sophisticated
professional applications. The use of graphical user interface (GUI) enables user to
interact with an application. Visual basic enables us to develop application that:
 Create read and write to text, database and binary files.
 Access database in format such as SQL, ORACLE, MS Access etc.
 Communicate with the application through the clip board dynamic data
exchange, object linking and embedding.
 Use serial communication ports to communicate with modem and other devices.

 Oracle/Ms Access
It is the application in which the required information is stored in a data base
which is a collection of inter-related data. This inter-related data and set of
programs is essentially a database management system. DBMS organizes and
maintains the information.
WORKING
 When the telephone is in the idle condition, the voltage will be
-48V.
 When the ringing occurs, it will be 125V peak to peak AC signal
superimposed on -48V.
 The opto isolator is used to isolate the microcontroller from high
voltage AC signals and it consists of GaAs infrared emitting
diode optically coupled to a monolithic silicon phototransistor.
 The microcontroller will detect the ring through the through one
of its ports, and it will count the number of rings.
 After a fixed number of rings, the microcontroller will send a
signal to the relay and then the automatic off-hooking of the
telephone takes place.At the same time, microcontroller will
transmit ‘#’ to the computer which is an indication to play the
‘Welcome’ message.
 The relay used is DPDT type and after automatic off-
hooking takes place, the relay connects the telephone lines
to the decoder IC 8870 and isolation transformer.
 As the telephone lines are connected to the voice card, the
caller gets to hear the stored messages and asks the caller
to enter the roll number of the student whose result is to be
known. After the caller dials the roll number from the touch
tone keypad of his telephone, that number will be decoded
by the decoder IC 8870 and the decoded information will be
sent to the computer via the microcontroller.
 Computer on receiving the decoded information will check
the database to access the result of the student whose roll
number is entered.
 Then the computer will send the desired information to the
voice card and the caller will get to hear the result of the
student on his telephone through the voice card.
RECENT DEVELOPMENTS

SPEECH ENABLED-IVRS

 Today IVRS system can be made more attractive by replacing the touch
tone interfaces with speech enabled applications.
 Some applications recognize a very limited set of spoken letters and
numbers that primarily represents the touch key pad. Most advanced
application can enable recognition of more complex phrases and
sentences spoken in conversational manner at a natural speed.
 With this speech enabled IVRS systems, the caller can obtain
information and perform transactions by natural speaking.
 Increases the variety of automated service delivered over the telephone
and increases the demand for telephony equipment
 Just as interactive touch-tone applications fuelled the development of
new businesses; speech recognition is creating new opportunities for
imaginative entrepreneurs
ADVANTAGES
 The biggest advantage of IVR for small and large
organizations is to save time and money.
 IVR systems have the advantage of making callers and
customers feel like they're being attended to, even if
it's just by a machine. If you have a simple question,
it's better to get a quick answer from a computerized
operator than to wait ten minutes on hold before talking
to a human being.
 IVR systems don't sleep. They don't take lunch breaks.
An IVR system can be available 24 hours a day to field
questions and help customers with simple tasks.
 An IVR system can make a small company look bigger.
DISADVANTAGES

 The greatest disadvantage of IVR systems is that many

people simply dislike talking to machines. Older adults
may have a hard time following telephone menus and
lengthy instructions. And younger callers get frustrated
with the slowness of multiple phone menus.
 Companies have also been criticized for using IVR to
reduce operational costs but not offering similar
services using agents. Such methods tend to frustrate
customers who feel that their right to speak to an agent
is being restricted. Examples of services criticized in
this way include debt recovery and giveaways (concert
tickets, satellite/cable receivers, etc.).
APPLICATIONS

 BANKING & FINANCE

Credit Card Activation System
Credit Card Authorization
Forex Enquiry by Speech Recognition
Stock Quote By Speech Recognition
 EDUCATION

Library Book Renewal

Student Registration System
Student Result Declaration System
 GOVERNMENT

In order to improve the efficiency of information

accessibility, many government departments such as the
Labour Department, the Education Department, the
Immigration Department, the Inland Revenue and the
Department of Health, have already implemented IVRS
systems to provide hotline services.

 TELECOMMUNICATIONS
Prepaid Roaming
Post-paid Calling Card, Prepaid Calling Card, and Wireless
Prepaid (or Mobile Prepaid)
Mobile Number Portability
Number Change Announcement
FUTURE ASPECTS

 In future, the concept of Interactive Voice Response System can be used in

various transport departments like
• Bus transport
• Metro rail
• Railways and Airports

 As the transport companies not only need to be fast and responsive, but also
need to provide customers with an easily accessible information system
providing:
• Information Enquiry
• Schedule Enquiry
• SISR Information Enquiry
• Teleticketing System

 Also we should see new technology coming to the fore. The most expected
modification is the replcement of DTMF signals by user’s voice commands.
THANK YOU