Atel is the first computer-telephony (CT) system in Persian which not only supports all features of the classical CT systems (Touch-Tone based), but also has intelligent speech processing capabilities. Today, telephones and automated telephony systems are inseparable parts of any organization or company. This system provides remote services to customers with minimal equipment and costs. Today, most automated telephony systems use touch-tone buttons as the user input device. In touch-tone CT systems, a tree structure is designed to provide information and ask for inputs from the user in different levels. Instructions have to be read for the user and their key inputs have to be defined. This has to be done at different levels to take the user to the desired destination. This means longer calling times and user dissatisfaction due to repetitive listening and unavoidable waiting. There are serious constraints on the number of choices the user may have in each branch of the menu tree. The speech recognition capability facilitates the clients inputs while reducing the complexity of the menu tree and reducing the call time significantly.

Atel is the first computer-telephony system in Persian, which in addition to supporting classical IVR systems (Touch-Tone based), supports intelligent features including automatic speech recognition, text to speech (text reader), speaker identification on voice and searching in telephony speech. In addition to facilitation of the relationship between clients and telephony systems, intelligent speech capabilities reduces costs and provides better services to customers.

• The user can use automatic speech recognition to say the commands instead of pressing keys. It enables the system to avoid long menu readings and lets the user to use a natural way to enter the inputs.
• With the help of text-to-speech (text reader), Atel is able to convert any text into speech leading to high flexibility in changing the messages played by the system instead of pre-recorded voices. This means significant cost reduction in developing customized IVR systems.
• Using speaker recognition (identification/verification) enables Atel to recognize the caller by his/her voice. This capability can be utilized as a biometric to identify caller and to enhance security (e.g., in telephone banks). People always carry their voices and it cannot be lost or forgotten as in passwords or PINs.
• By deploying word spotting in telephony speech in Atel, the system can be made sensitive to certain words. If specified words are said, the telephony system will do a pre-defined reaction.

Examples of Atel application: speech-enabled telephone-bank

Today, telephony systems are integral parts of e-banking and provide many banking services to clients. Utilizing speech recognition technology in these systems will renovate their performance. These systems not only facilitate and accelerate the connection of clients with banks but also are more attractive and pleasant for them. With Atel, the user can say a sentence to the system that contains a multi-level request.

For example, the phrase like “I would like you to fax my bill to the current telephone number” is equivalent to a three-level tree structure. Today, speech recognition technology in telephone banks is being used for English language banks such as Fidelity Bank, Columbia Bank and ABN Amro. For the Persian language, this is done for the first time by Atel.

Atel Features

 In addition to having features of classical CT systems, Atel also has other unique capabilities. Some classic and exclusive features of Atel are:

• Exclusive Features of Atel
  • The ability to receive users’ requests via speech (Atype speech recognition technology)
    • High speed and high accuracy in recognizing user’s request
    • user-independent voice recognition
    • Supporting English and Persian languages for speech recognition
  • Automatic text reading capability using Atalk text reader
    • High flexibility in alteration of messages and texts
  • Capability of speaker’s recognition using Apass system
  • Capability of integration and working with systems and telephone infrastructures, such as VOIP and analog
  • No restrictions on the number of phone lines (extra hardware is needed proportionally)

• Classic Features
  • Custom designed system with user-creatable scenarios (free designer software included)
  • Call diverting and conference calling
  • Voice mailbox system
  • Sending and receiving faxes
  • Sending and receiving short messages
  • Calendar and time appointment system
  • Capability to record messages, feedbacks, suggestions and or question/answer
  • Recording orders
  • Connecting to database
  • Recording dialogues
  • Recording callers information
  • Reporting capability (free report generator system included)

Atel Advantages

• Facilitation of user’s communication with organizations and companies by eliminating or cutting down menus and guidelines
• Facilitation of the communication of elderly and disabled users with telephony systems
• Reduction in calling costs
• Removing the dependency of current telephones to tone ability
• Improving the security by speaker verification capability
• High impact on clients regarding the novelty and attractiveness of this technology
• Higher customers satisfaction

Atel Applications

Atel system can be used in all telephony applications, some of these are:

• Automatic telephone secretary
• Speech-enabled Interactive Voice Response
• Telephone-bank systems
• Customer Relationship Management (CRM) systems
• Educational systems (telephone training, and informing the students, pupils and parents)
• Medical and treatment systems
• Entertainment and recreation systems (games, drawing, astrology and horoscope)
• Forms and telephone surveys
• Reservation by phone (airplane and train tickets, cinema tickets)
• . . .

Atel Users

Atel users include all companies, organizations and individuals who will use the automated telephony systems. Some of these users are:

• Ministries and Organizations
• Banks and credit & financial institutions
• Companies, institutions and government agencies and NGOs
• Airports and transportation terminals
• Schools, universities and educational institutions
• Hospitals and healthcare institutions
• Hotels and accommodation centers
• Cinemas and Cultural Institutions
• Travel agencies
• Factories and shopping malls