What Is Speech Recognition?


Have you ever spoken to your phone and had it transcribe what you said to text? Or made a call and a recorded voice asked you to say “Yes” or “No” to a series of questions? Then you’ve used speech recognition technology. Your spoken commands are translated into text computers can understand and act on.


Benefits & Advantages of Speech Recognition


Here are just a few of the advantages of using speech recognition technology:

  • No awkward typing or button pushing: Use your voice to say what you want instead of typing long messages on your phone. Unlike text, you don’t have to be mistake-free. The systems are built to correctly interpret what you say no matter how quickly you speak or what inflection you use.
  • Speed: Speech recognition systems can quickly determine the customer's need and then decide on the best way, or the best person, to handle the call (this is known as “call steering”).
  • Reduced cost: These systems can fill in for worker hours and help will be available to your customers at any hour of the day or night.


Types of Companies That Benefit from Speech Recognition


Businesses are finding more ways to use speech recognition. Customer support is one area, but there are also applications in legal and health settings for making appointments or for quick speech transcription. Restaurants can employ speech recognition to help customers quickly and accurately make reservations.


Use Cases for Speech Recognition


  • Customer Support: Simple or frequently asked questions can be resolved using a speech recognition system, and the system can quickly determine who to route the call to who can best handle the request. Also, if your business is experiencing a sudden spike in customer support needs, a speech recognition system could be your “safety net” to handle these extra calls.
  • Paying Bills: Many customers are quickly and securely paying their bills from their phones using speech recognition.
  • Increased Accessibility: Customers with visual or physical impairments can feel much more at ease interacting with your company using only their voices.
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