About Speech Recognition
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tech2biz developed from long experience (back to 1983) on Automatic Speech Recognition. We have gone through all the dreams and disappointments of speech recognition. We work for the beauty of speech applications and we know the limits and the risks of the technology.
The emergence of smart phones that allows combining speech and data on a neat screen creates new opportunities for multi-modal applications. (Dr. Christian Dugast, founder of tech2biz already discussed it as early as 1999 at the EuroSpeech Conference (page 11) in Budapest and at the Information Society Technology Conference (IST99 page 15) organized by the European Union in Helsinki.
List of applications that can play a simple but effective role:Yes/no questions
Identify a caller prior to taking the call by an agent (name and address or account number recognition)
Authenticate callers using their voice for password reset or to be sure it is the correct person accessing its account.
Dial by name (call Phil Burlington on his mobile)
Make automatic customer surveys on the phone
Remote Recording of information like meters for utilities
Tracking and tracing of letters and packages
Yes/no questions
Identify a caller prior to taking the call by an agent (name and address or account number recognition)
Authenticate callers using their voice for password reset or to be sure it is the correct person accessing its account.
Dial by name (call Phil Burlington on his mobile)
Make automatic customer surveys on the phone
Remote Recording of information like meters for utilities
Tracking and tracing of letters and packages
What is important when applying automation technologies on the phone is to focus on usability. In general it is done by keeping automated tasks as simple as possible and bearing in mind that speech blows away like the wind and cannot be “read back” by the caller.
Nevertheless, a more complex usage of the technology can also be provided to callers, without any dialogue, while maintaining a high level of usability.
- Screening of calls with a general “how may I help you question” in order to select the best agent to take the call
- Translation of a voice mail into a text message, into an email.
How can we help you make a good decision when deciding for the automation of telephone services?
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Before deciding to enhance the phone channel with an IVR, a precise analysis involving all players including the call center agents, has to be undertaken within your organization in order to:
- Understand what can be easily automated
- Understand how the different existing communication processes work together
- Evaluate the influence that each automation step has on the current working processes
- Evaluate how to optimize the new communication processes
- Analyse how the contact center agents can benefit from the automation
- And last but not least analyse in which cases your customers need automation.
Click here to receive our white paper on “The risks of automating the telephone channel”, which explains what has to be taken care of while automating the telephone channel and how to make sure your new telephone communication strategy is going to work.