Lucent Technologies 555-230-024 manual Conversant Form Filler Plus

Voice Processing Solutions

CONVERSANT Form Filler Plus

The versatile Form Filler Plus applications package for the CONVERSANT System lets you efficiently create a system that converts a caller’s spoken responses to scripted prompts into usable data. Possible uses include orders placed verbally to an incoming call center, market survey responses, time and sales reports, and benefit claims.

The system records responses to as many as 10 prompts per call and delivers them on demand to a transcriber with a standardized, form-based screen for easy, error-free data entry. There’s even room for remarks to supervisors and co-workers.

The prompts are easy to use. Initially, the caller is asked to select from a menu of products or services. Then the caller hears a series of voice prompts, such as “speak your name now” and “say the quantity you want now.”

Safeguards are built in to ensure the caller is satisfied. After each prompt, the caller is given time to respond. If a mistake occurs, the system politely prompts you again. The caller also can listen to and rerecord the responses. At any time, the caller can reach a live attendant.

Individual prompts can be programmed to vary by time or day. In a service appli- cation, for example, callers in the morning can be prompted to select from rush or standard on-site help. In the late afternoon, the selection could be changed to night or next morning service. On weekends, there still could be another set of options. Call volume reports are readily available for any period.

The Form Filler Plus package comes with complete documentation, including a sample application used as a template for fast implementation via the easy-to-use Script Builder tool. Scripts can be revised on line; individual prompts can be changed without changing the entire transcription screen.

9-10Issue 5 January 1998 555-230-024