We would like to request an enhancement to the phone system that allows callers to use voice input (spoken numbers) instead of DTMF tones (dialpad input) when interacting with:
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CSAT Surveys: Currently, callers are prompted to rate the call 1–5 using their phone’s dialpad after the call ends.
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Request: Allow callers to say the number aloud (e.g., “five”) as an alternative input method.
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IVR Menus: During the initial call routing IVR, users must press a number to make a selection.
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Request: Allow users to say the option number aloud instead of pressing it.
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Why This Matters:
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Improves accessibility and usability for callers who may be driving, have mobility impairments, or are using devices where touch input is difficult.
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Creates a more natural, user-friendly experience.
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Reduces abandonment or misrouted calls due to failed DTMF input.
