What is VoiceXML?

VoiceXML is a programming language used in IVR or “interactive voice response” applications. VoiceXML is derived from “extensible markup language,” or “XML,” which is the standard format used to organize the information on the Internet.

How is VoiceXML used?

VoiceXML is what makes IVR technology work. The VoiceXML programming language makes it possible for IVR systems to be able to complete the following advanced tasks: listening to and analyzing audio; distinguishing between live speech, prerecorded messages and touch-tones; playing prerecorded messages based on user prompts and automating the handling of high volumes of inbound and outbound calls.

What types of IVR applications use VoiceXML?

Essentially, VoiceXML is the cornerstone of IVR technology, as IVR applications rely heavily on the ability to distinguish between speech and touch-tones, and that ability is what allows companies to automate so many tasks that used to require a live person to complete.

For example, anytime you call the pharmacy to refill a prescription, you are using IVR technology that employs VoiceXML. It is VoiceXML that makes it possible for you to automate the refill of your prescription without having to talk to a live pharmacist. VoiceXML enables the automated prescription refill system to analyze your personalized needs based on your voice or touch-tone prompts and subsequently generate a request for your prescription to be refilled by the pharmacy. Of course, once the actual request is generated, a live pharmacy employee will be the one who performs the task of putting the pills in the bottle. However, VoiceXML saves both you and the pharmacy time by automating all of the tasks that happen prior to the actual refill.

Another example of VoiceXML at work can be seen when you call directory assistance, or “411,” as it is more commonly known. In this case, VoiceXML makes it possible for you to get the information you need without having to wait for a live attendant to become available. Instead, VoiceXML enables the IVR system to analyze your speech patterns, identify the information you need, retrieve the information and play it back to you via a prerecorded message.

Additional Resources

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