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.
