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      What is a Phrase?

      In call center terminology, the term "phrase" is typically associated with interactive voice response (IVR) systems, especially those that use speech recognition as a method of menu interaction. As an example, directed dialog is a menu type that is enabled by speech recognition. It allows callers to speak their menu selections, but only by using very narrowly defined phrases. The IVR might say, "Do you want to file a claim? Say yes or no." The IVR is expecting either of two phrases - yes or no. If the caller uses a phrase other than yes or no, it's likely that the IVR won't know how to process it.

      Directed dialog is useful when the menu is simple. Plus, it's easy to implement because only a small set of phrases needs to be programmed. Once programmed, phrases are stored in an IVR system's grammar file.

      How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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