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If you are using speech recognition, you may increase the number of successful interactions by encouraging callers to use touchtone input when spoken entries have been recognized incorrectly.
Touchtone input may be more accurate than spoken input. You can reprompt callers to indicate their response with touchtone input if they have a touchtone telephone. The implementation is not difficult, since an application written to accept spoken input will also accept touchtone input.
A typical prompt set might look like this:
"Please enter the 6-digit code for the fax information you want."
< "135683" >
"You entered 135688. Is this correct?"
< "No" >
"Please reenter the code. If you have a touchtone telephone, you may want to enter the code using your keypad, instead."
