Predictive dialing in a call center – essence and functional features. How to implement Russian-language predictive input in the Windows environment How to fill a user dictionary

He makes a call to the subscriber at a set time, connecting him to the IVR module or operator. The implementation of this task occurs in several ways, which affect the specific differentiation of the auto-dialer.

So, what types of auto dialers are there?

Progressive - in this case, the system tries to occupy the maximum number of communication channels with calls and at the same time records the number of dial-ups that were made to each subscriber. This method is most suitable for auto-notification.

Predictive – used to minimize operator waiting time for a call, while taking into account minimal losses of successful calls. In other words, the predictive module is faced with the task of making such a number of calls that can occupy all operators and so that all subscribers who answer the call are connected to operators. This result is achieved thanks to the presence of special algorithms that, based on data on the number of available free operators, taking into account the average call duration, taking into account the number of successful connections, etc., can predict the number of calls.

It is believed that predictive dialing is best used in large call centers. It is there that a huge number of calls occur and a large staff of operators works. Only such a condition will provide a sufficient amount of statistics for forecasting.

Preview – in this case, a decision about the call, as well as about the number to which the operator accepts the call. This call differs from a regular call in that the operator does not need to press the phone buttons and pick up the handset exactly until the subscriber answers the incoming call. This module is basic for all call centers without exception.

Auto dealer – what is needed to create one?

Operator queue API - there should be control over the availability of operators, as well as the ability to determine their release not at the moment when the conversation is over, but based on the result of the conversation.

The number of communication channels must be sufficient - VoIP is required (it provides flexibility, low cost and speed as channels grow).

Robust communication platform - must have software control, it must match the load and be stable.

The iOS keyboard has a lot of advantages, but not everything that is useful and actively used by one group of users is convenient for another.

Predictive dialing - what is it?

Whenever, when typing, your mobile device offers you options for ending words or even entire phrases, you are dealing with predictive input. Predictive text input allows you to speed up the process of transforming user thoughts into text due to such prompts, as well as correcting common errors.

Examples of predictive input systems are the legendary T9, iTAP or QuickType on iOS.

For some, the ability to enter entire sentences with just a few taps on the screen seems attractive, but there are also users who find this type of fast typing only distracting and annoying. In this case, you can simply disable this function and forget about the inconvenience.

How to turn off iOS keyboard suggestions

Open any application on your mobile device that allows you to bring up the keyboard. This could be Messages, Notes, Mail, or something else.

Then look for a key on the keyboard to switch between languages ​​or a key with a smiley image that appears in its place. Click on it and hold your finger on the screen until the menu appears. Then simply drag the slider next to the “Predictive dialing” line to the “off” position.

You can also turn off predictive typing in your iPhone or iPad settings: Settings > General > Keyboard > Predictive Typing.

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Almost all mobile devices today have a smart keyboard that suggests words for super-fast typing. However, it is not perfect and sometimes may not produce the best combinations of letters. How does it work?

This technology is called predictive dialing. What it is? Android users have had these smart keyboards (post-T9) available for several years now. However, even before the official Google app added predictive typing, Swype and SwiftKey created a keyboard that included the words you use most often.

Subtleties of application

Let's consider some nuances, saying that this is a predictive set. iPhone and iPad, for example, with the advent of iOS 8 are also equipped with this functionality. But unlike Android, predictive typing on Apple devices is not as advanced. At first, auto-correcting words can be very unsuccessful, and it takes time to “train” the device. Additionally, you need to develop good typing skill for smart keyboards to work well. If you type misspelled or misspelled words, the system may not recognize them correctly.

How does predictive dialing work?

What is this in practice? In its most basic form, the predictive keyboard uses text that you type regularly. All the words you type are remembered by the system to create a custom local dictionary of words and phrases you repeat frequently. The device then suggests those words to you when you are likely to use them or need them again.

For example, if you type a certain word and your keyboard has never seen it before, it will offer to correct it to something else that it thinks is more likely to happen. You have three options:

• you can accept one of the suggested fixes;
• ignore the suggestions and leave everything as it is;
• add it to your personal dictionary so that the system does not bother you when you enter it again.

How is the user dictionary populated?

If you use the correction and choose one of the already suggested options, it is obvious that the keyboard will continue to consider the word incorrect and offer to replace it in the future. If you add it to your dictionary, the keyboard will immediately "recognize" it and suggest it the next time you type a similar combination of letters or use similar words before and after that word, but skip it.

Additionally, the keyboard still enables this functionality if you ignore predictive typing. What does it mean? The first or second time you miss correcting or saving a word, the assumption is that it is not a spelling error, but also not a word you use often enough to be represented in similar usage patterns. If you ignore it the third or fourth time (depending on the specific keyboard), the system will mark it as a future likely option and will still start suggesting it when you type similar words or sentences.

This way, you don't have to worry about how to enable predictive dialing - most modern devices come with it by default.

How are smart keyboards different?

Almost every modern keyboard uses the technology mentioned above. However, there are clear differences between the default prompts your phone provides and those you receive from the virtual keyboards of SwiftKey, Fleksy, or Swype.

What are they doing differently? The only thing these products have in common is that they try to suggest words. This is where the comparisons end. Hints can be simple - like the old T9 Nuance keyboards. They concern values ​​based on keys that were previously used. Such devices typically use lists or dictionaries of words.

Modern technologies

What is predictive dialing on iPhone and Android? Today, more advanced smart keyboards take a different approach to suggestions. It is based on natural language processing and machine learning. Language modeling is exactly what the described function provides, i.e. it allows you to “recognize” certain words. As a rule, they are combined into a whole in the language used. Thus, the accuracy of these keyboards is usually much higher than that of older push-button keyboards.

How to enable predictive dialing on iPhone? As a rule, it is enabled by default, but if this option is grayed out, just go to the keyboard settings and select the appropriate menu item. You can also disable this option, but this is not recommended.

Experts explain that today's smarter keyboards use cloud services and reverse processing to improve their suggestions, synchronize user vocabularies across devices and add new words to them without forcing users to download huge updates or re-train their devices.

They also offer cloud services that can perform many functions. Some of the most common include:

• entering a contact name from online services into the prompt;
• analysis of your entry in various online services to update and thus personalize the word store;
• saving and synchronizing your language model.

This allows the functionality to be used on multiple devices and not be lost if it is damaged or stolen. It's also possible today to dynamically update your language model based on other information received from sites in real time, such as Twitter.

For example, Swype's Live Language feature keeps your dictionary updated with popular trends on the internet and social media. SwiftKey offers SwiftKey Cloud, an add-on service that can connect to your Twitter, Google, or Facebook account to see what you've said on those networks or in your writing.

Google's predictive keyboard is similar, except it uses what you type on your Android device, as well as anything you type in your Google accounts, web history, Google+, etc. In all cases, these features are optional. they need to be selected and can be easily excluded.

How to improve your results?

Now that we understand how predictive typing works (what it is and how to use it), you can follow some simple steps to improve your keyboard. It's important to remember that good tips take time and preparation, so you won't go from making regular mistakes to being highly accurate overnight, but each step will get you closer to comfort.

So what can you do?

Add words to the dictionary. Many users don't do this and rely on the keyboard to simply look up words already in the dictionary. The system can learn on its own, but the process takes much longer, and depending on how often you use specific phrases, they may be ranked below the keyboard's own suggestions. If you use a certain word that your keyboard tries to correct more than twice, add it.

Learn to edit a dictionary. Just as you add words regularly, you should remove those that it suggests you use and that you don't need. If your keyboard simply insists that you type a name or city name instead of a common word, your best bet is to simply remove it from your user dictionary entirely, and enter it manually when you need to type it.

Turn on cloud features and make sure all your words are on all your devices without having to repeat the “learning” process. Connecting the keyboard to other applications or selecting one using the system dictionary rather than application-specific dictionaries will make typing easier. However, in this case, you may face the problem of how to clear the predictive set if you mistakenly save a lot of misspelled words.

Finally, using keys that always use updating cloud dictionaries (like Swype's Live Language) means that your keyboard will always have and understand new words if you choose to use them. For example, if you use the default Google keyboard on Android, turn on "personalized suggestions."

With each release of a new generation of its proprietary iOS operating system, Apple tries to improve and make life easier for users in every possible way. However, not all introduced innovations turn out to be popular. For example, the predictive typing function, which offers the user the most likely spelling options for the current word, is very controversial.

Over time, text input methods in iOS have undergone dramatic changes and have made significant strides forward. Cuperin allowed us to use it, opened it (even in Russian) and improved predictive input.

But predictive input itself has become a rather controversial feature. Firstly, we now have an additional panel above the keyboard, which takes up some part of the display. iPhone users with four-inch displays already suffer from a lack of working space, not to mention devices with a 3.5-inch touchscreen. On devices with 4.7, 5.5, 5.8, 6.1 and 6.5-inch screens, of course, things are better with this.

Secondly, many are indignant about intelligent text prediction, which does not always work correctly, and is not as well trained as they said at the presentation.

Thirdly, some users do not pay attention to (do not use) this feature at all.

How to disable predictive typing on your iPhone or iPad keyboard

1. Follow the path Settings → General → Keyboard.

2. Set the switch Predictive dialing to position Turned off.

It is worth noting that you can also go to the keyboard settings from any application with a text input field. To do this, press and hold the globe icon. From the pop-up menu, select "Keyboard Settings".

Be sure to write in the comments whether you use this function and whether you find it useful.

It happens that you come up with something, but you don’t know what it should be called. There seems to be an understanding of the essence, but it’s impossible to find the same thing on the Internet based on seemingly sane queries. In this case, I was lucky - I accidentally came across a phone that can do exactly what is needed, so I was able to find out that this function is called “predictive number entry.” For those who use their phone to make calls rather than throw birds at pigs, this functionality should save a lot of time and nerves.

How do we usually call, for example, Alexey Ivanov? Something like this:
1) Unlocked the phone,
2) Clicked “Notebook”
3) Click “2444433” to see an abbreviated list of contacts with the substring “ale” (i.e. Alexei and Alexandra mainly),
4) We realized that typing his entire popular name in order to proceed to entering an equally popular last name is quite a long process (we would have to type the following sequence: “444663344”), so we decide to move the arrows down and up to quickly get to the desired contact.

In total, in about a dozen button presses we made the desired call. This is not too much, you can tolerate it if there are no normal alternatives. But it turns out they exist! So how do we accomplish the same task with predictive dialing?
1) Unlocked the phone,
2) We immediately typed the short “243” (this is to instantly get to the state after point (3) from the previous approach) - after all, a list of all the lines of the notebook that contain a substring that can be assembled from the letters located on the second one was generated especially for us, the fourth and third buttons, respectively.
3) And in this list, you can use the same up and down buttons to reach the desired Alexey Ivanov, and if the list is still too long, then just type a few more numbers (“463”) to weed out Alexandrov from the resulting list.

It seems that we saved only one point (opening a notebook), but in fact we relieved our fingers and head a lot: we don’t have to type a long sequence of numbers, we don’t have to remember what order the letter “l” is on the “4” button - everything turns out noticeably faster and easier. By the way, in the case of touch screens this is also sometimes used (the smartphone dialer often turns out to be more convenient than an honest notebook keyboard, since large buttons with numbers are easier to access than small buttons with letters, see the beginning of the explanatory video about RapDialer).

But for some reason, there is almost nothing written about this functionality on the Internet, either in Russian or in English. I couldn’t even find an explanatory video about a push-button telephone, but with it this text would have been much clearer. I don’t even know how to find out whether this feature is built into a candidate phone (almost all models write about predictive input, but usually this means T9 support when entering text messages), so everything has to be checked in the showroom, which takes time . That's why let's in