Speech Recognition

Speech recognition powers a range of call centre applications by using technology to understanding the human voice.

The definition of Speech Recognition is the ability for a machine or program to identify spoken words or phrases and then use that information to complete a task.

Speech Recognition in the Call Centre

Speech Recognition technology is already in use in a range of applications with more and more coming to the market promising to improve the customer experience and increase efficiencies.

Some of the current applications of Speech Recognition include:

Speech Analytics

Speech analytics uses Speech Recognition technology to analyse voice recordings (or live customer calls) for quality assurance purposes or to easily identify trends and patterns across millions of call centre calls.

Natural Language IVR

A Natural Language IVR enables the customer to interact with any system or device in a conversational manner without being constrained by responses.

This makes it perfect to place at the start of the call to ask a customer an open question like “how can we help you today” instead of the traditional push one for this, two for that IVR.

Next steps

If you’d like to find solutions using Voice Recognition you will find some great suppliers in our Business Directory.


Upcoming Industry Events:

Virtual Coffee: Decision Making

Event Organiser:
CX Skills

This workshop will focus on building your confidence in decision-making, introduce decision-making models, and what to do when you’ve made the ‘wrong’ decisions.

Will AI Kill the Contact Centre?

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During this webinar, we’ll be exploring whether or not Artificial Intelligence (AI) is going to completely kill off the contact centre.

Customer Experience and the COVID Crisis with Don Peppers

Event Organiser:
CX Central

Join leading global CX expert Don Peppers and host Justin Tippett from CX Central on this free webinar - Customer Experience and the COVID Crisis to discuss:

- Why a good “customer experience” is even more central to long-term business success
- How to benefit from the dramatic rise in online, interactive activity; and
- Why trust is even more vital than it ever has been, amid the COVID crisis.

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