Voice recognition software allows the system to recognize
keywords or phases from a caller. Voice recognition is an excellent
application to aid callers who do not have access to the touchtone keypad or
are using rotary phones.
The Concept
Enhanced voice-recognition functionality promises
lower call-center costs facilitates the call-center agents to handle only
those calls that require human intervention. There are multiple types of
voice recognition such as:
- Discrete numeric
- Continuous numeric
- Alphanumeric
- Speaker dependent
- Custom
It makes a
voiceprint of customers' voices and enables the call
center to
automatically recognize customers each time they call.
This is done once the call center has
programmed the voices into the
system. Instead of pressing prompts on a telephone keypad, the customer can
speak requests and the system can automate them,
lessening the burden
on call-center representatives. An administrator sets
tolerance
thresholds that will alert a call-center agent should a person fall
below the
threshold of probability, adding another layer of security
to customer accounts.
Voice recognition systems help machines
understand a caller's voice
and extract meaning from the words. Callers do not have to say specific
words such as
'collect' or 'refund' for the technology to understand
the meaning of the
caller's request. The machine gets a
transcription
of the text of the customer's request and attempts to classify the
request. Depending on the caller's need, help could be provided by a human
agent or an interactive voice response system.
