Map the IVRs (Interactive Voice Response) of Customer Service lines (1-800 numbers). For example, if I want to get to the Billing Department for Company A how do I get there? Well this system figures out that you need to call and press 5 to get there. The business application is having a web application that allows customers to "skip the line." It does that by accepting a customers phone number and the desired destination, billing. An automated system will call in, traverse the IVR until the desired location is reached then conference in the customer.
- Twilio
- Used to call and record calls.
- Speechmatics
- Used to Transcribe audio recorded by Twilio.
- IBM Watson: Speech to Text
- Just testing this out. Might do some A/B testing with Speechmatics
- Basic API to initiate phone calls.
- HTTP callbacks for Twilio Service
- HTTP Callbacks for Speechmatics
- Processing of speech text
- DB schema and models for map persistance
* => callspost2 is a nod to an old job of mine where callspost2 was the name of a file that managed incoming calls and initialized the IVR