Automatic speech recognition system is the best available technology if you have customers who need fast access to information. There are many circumstances when customers do not actually need or want to speak to a live operator. This happens when they have little time or they only require basic information. In such cases, speech recognition can be used to reduce waiting times and provide customers with the information they need. Using a speech recognition system, incoming customer calls are filtered according to requirements and those wanting basic information are automatically directed to the speech recognition system that quickly evaluates the nature of the enquiry through a series of prompts. However, there is an option to speak to a live operator at all times for the caller’s convenience. In addition to all this, the average call time is reduced significantly with the use of this amazing technology, hence, freeing up skilled agents for more complex calls.
2. Intelligent call steering:
Automatic speech recognition system provides an option of replacing complicated and often frustrating ‘push button’ IVR. This is done by leveraging the ‘intelligent call steering’ (ICS) which does not involve any button pushing. The system simply asks the customers about their requirements and then transfers them to the most suitable resources to handle their call. As an example, in some companies, callers dial a number and are greeted by the message “Welcome to ABC company, how can I help you?” The caller is then routed to the right agent within 20 to 30 seconds of the call being answered with misdirected calls reduced to as low as 3-5 per cent. Moreover, the system can more accurately assess the nature of the call and transfer it to the most appropriate department in the very first attempt. This further helps in reducing the call waiting time and exempting misdirected calls to a large extent.
By now, we are familiar with the automatic speech recognition technology. We have already discussed about its basics, working and benefits. Now, let’s take a look at its uses. Automatic call recognition can be used for the following purposes:
1. Handle high volumes of customer service enquiries:
Automatic speech recognition system is highly beneficial for businesses that have very high volumes of calls from repeat customers. It is useful in cases where calls occur in irregular peaks. The problem of high volumes of customer service queries can be solved by diverting the calls depending simply on their nature.
2. Identity authentication:
ASR technology proves to be highly useful where you need to authenticate someone’s identity on the phone without using personal data. Some advanced speech recognition systems provide an answer to this problem in the form of voice biometrics. The system allows you to create a voiceprint based on specific text such as ‘Name’ and ‘Account Number’. This information is then stored against the individual’s record, so that whenever they call again, they can simply say their name and if the voiceprint matches what they have stored, then the person is put straight through to a customer service representative. The benefit of this technique is that it takes less than 30 seconds and also bypasses the need for the individual to have to run through a series of tedious ID checks such as passwords, address details and more.
3. Put caller’s through the right department:
By applying speech recognition, you can allow callers to choose a ‘self-service’ route or alternatively ‘say’ what they want and be directed to the correct department or individual. This technique helps in in three ways:
i) It ascertains what the call is about
ii) It takes the customer through security checks or other parameters if required
iii) Lastly, it transfers the customer to the appropriate member of staff.
The details that the customer has already provided appear on the screen so that they do not have to repeat the information. In other words, it helps the customers to voice their needs in the most appropriate manner.
Automatic speech recognition, also known as speech recognition is the inter-disciplinary sub-field of computational linguistics that develops methodologies and technologies that enables the recognition and translation of spoken language into text by computers. This technology is known by various names such as computer speech recognition or speech to text (STT). Automatic speech recognition can further be defined as the independent, computer‐driven transcription of spoken language into readable text in real time. In other words, ASR is a technology that allows a computer to identify the words that a person speaks into a microphone or telephone and converts it to written text.
The ultimate goal of ASR research is to allow a computer to recognize all words that are intelligibly spoken by any person, with 100% accuracy, in real time. Moreover, this recognition is independent of vocabulary size, noise, speaker characteristics or accent. Commercially available ASR systems usually require only a short period of speaker training and may successfully capture continuous speech with a large vocabulary at normal pace with a very high accuracy.
The entire process that takes place in an automatic speech recognition is described below:
i) The process begins when a speaker actually speaks a sentence.
ii) The software then produces a speech wave form, which embodies the words of the sentence along with all the extraneous sounds and pauses in the spoken input.
iii) Next, the software converts the speech signal into a sequence of vectors which are measured throughout the duration of the speech signal.
v) Lastly, using a syntactic decoder it generates a valid sequence of representations.
Being an amazing and highly efficacious technology, automatic speech recognition offers various benefits. Some of those benefits include:
i) Accessibility for the deaf and hard of hearing
ii) Cost reduction through automation
iii) Searchable text capability
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