What is Grammar?

Building a grammar file can be fairly straightforward when the possible responses are limited. For example, some IVRs use directed dialog in which the callers are told what responses they can use (i.e., "Say yes or no"). This makes it easier to predict what callers might say. The grammar becomes more complex when IVRs use natural language speech recognition. This method allows callers to speak responses to the IVR in conversational phrases, which makes the grammar much harder to predict.

IVRs typically provide reports on the effectiveness of the grammar file. This enables system administrators to pinpoint problem areas to be targeted during grammar tuning efforts.