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.
