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Information and Tips
What is a Voice Recognition System?
A Voice Recognition system (VR) is made of a computer and a software. The system analyses what the user says and tries to match this information with the one that is loaded in it's memory.
What is the purpose of this system at the MUHC?
There are many voice recognition applications with different purposes. The application is used to transfer users to the appropriate telephone extension. At the present time, the option to search for people names (doctors and other staff) is fully operational. The Clinics and ambulatory section and the Departments sections are operational but have not yet been verified and tested.
Why this system was implemented?
Many of the complaints made by MUHC customers are related to problems of being transferred rapidly and without error to the appropriate place. The improvement of this situation has many aspects but it is certain that human intervention has it's limitation in an organization with more than 10 000 extension spread in more than 200 departments. Also, the numerous changes in health care over the last few years makes it difficult for many to use appropriate terminology when requesting the appropriate information. Voice recognition becomes a precious tool since it has an impressive memory, is able to recognize many different ways of requesting for something and works in many languages. Technology of the future, deploying this aspect of VR at the MUHC allows to start a lengthy process of having user friendly tools to interact with our customers.
How does is work?
The information stored in the MUHC telephone directory is transferred on a regular basis to the voice recognition directory. For people names (doctors and employees) all the names posted in our standard directory are available in the VR system. For the clinics and departments, only the main numbers are available in the VR system.
When a user calls the system, questions are asked to determine the type of research to conduct. The system compares the answers of the user with all the alternatives put in it's memory. It finds the most probable match based on the phonemes given by the caller.
What happens when dialing this number?
To maximize the success rate of the system, the information is divided in four distinct categories. When calling, the system asks first to SAY one of these categories: EMPLOYEE, DOCTOR, DEPARTMENT or CLINIC. Once this selection have been made, the system will ask you to SAY the name of the person, service, clinic or test.
The system does not understand my request. Why?
Many elements may lead the system not to handle properly your call. The objective being to handle as many calls as possible, after two unsuccessful requests, the system will automatically transfer the call to the operator to evaluate the exact nature of the call.
Items that may prevent the system to process the call.
a) The name or expression is not in the directory. There are many users and services at the MUHC. It is possible that the name of the person or service you are searching for is not included in our directory.
b) The users speaks with someone else while in contact with the system. It is important to understand that ANYTHING said by the caller is processed by the computer even while the system is asking a question. One should limit answers only to what the system must understand to process the request.
c) For short names (2 syllables) or if the search in not successful, one may add at the beginning "I want to speak to..."
d) Do not add expressions as "Thank you" or "please".
e) The call is taking place in a noisy environment, on a cell phone or on a speaker phone. Background noise reduces the system efficiency.
f) One can switch from French to English and vice-versa at any time by pressing 9. At anytime, while using the English or French interface, you can say the expression you are searching for in any of the two languages. When the system has problem finding whant you are searching for in English, try to say it in French.
g) It is important to speak SLOWLY and CLEARLY. For people names it is preferable to make a small pause between the first name and the last name.
In the event of an unsuccessful research we would be pleased to receive the appropriate information to correct the interface and improve service for our future users.
The system transfers my call to the wrong place. What can I do?
We would be pleased to receive the appropriate information to correct the interface and improve service for our future users.
I want to speak to an operator. How can I get out of this system?
For the first part of the call where it is asked to select a category, press 0 to reach an operator. During the voice interface, dial 0 or SAY "operator"