What is Automatic Speech Recognition (ASR)?
Automatic speech recognition technology is a form of artificial intelligence that enables a person to interact with a computer application with their voice, thereby eliminating the need to input data using a keypad. For example, automatic speech recognition eliminates the need for callers to “press one” when they contact customer service. It does this by converting a person's words into something a system can use, such as text or a computer command.
When transforming spoken language into text, advanced speech recognition solutions perform a series of complex steps in the blink of an eye. For example, audio inputs need to be refined by eliminating distortions such as background noise. ASR solutions also use language models to statistically determine the likely sequence of words for a given language. And finally, advanced speech recognition systems transcribe the audio inputs into text that other applications can use.
ASR capabilities continue to improve with advancements in artificial intelligence. The advanced algorithms and acoustic and language models used by advanced speech recognition solutions enable them to understand different languages, accents, and speech patterns, making it available to a wide body of users. And when these systems use machine learning, their accuracy improves with use.
How can advanced speech recognition be used in customer service?
The potential applications of ASR continue to increase. There are numerous ways advanced speech recognition can currently be used to improve customer service experiences and increase efficiency.
With continuing innovations in artificial intelligence, the accuracy and use of advanced speech recognition will grow. Contact centers will be able to use ASR to enhance personalization efforts, participate in multimodal communications, and further overcome language barriers. These capabilities will enhance the customer experience and position businesses to better compete in the global economy.
Automatic speech recognition is an evolving technology, with improvements being made at a rapid pace. Consumer adoption is being fueled by the increasing use of virtual assistants, such as Amazon's Alexa. In fact, virtual assistants are becoming a more mainstream support channel. Savvy businesses recognize the value and potential and have made ASR part of their customer experience.
