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Glossary

What is Automatic Speech Recognition?

Automatic speech recognition (ASR) is a major activity practiced by call centers. ASR is a technology that allows a computer to identify words and phrases of spoken language convert them into machine readable format. In recent years, speech recognition has become popular in the customer service departments of large corporations. The advanced version of ASR revolves around Natural Language Processing (NLP). It enables efficient use of resources and exceptional customer interactions through better accuracy, flexibility, and reliability. This technology has been also used by government agencies and other organizations. ASR system allows users to enter their queries and request for driving directions or telephone number of a hotel room in particular. This shortens the process of navigation by reducing the number of decision points. It also reduces the number of instructions that the user must receive and comprehend. ASR helps in effectively reducing handle time, which means reduction in labor cost. The implementation of ASR helps in improving the efficiency of the company in whole and increases control over the call center thereby enhancing customer satisfaction

ASR software primarily has two variants -, one directed at dialogue conversation and second at natural language conversation. Direct dialogue is a simpler version of ASR and consists of machine interface to connect to people. Telemarketing contact centers are frequently using this innovative technology. Natural language conversation is a much more sophisticated variant than ASR and instead of heavily limited menus of words you may use, they try to simulate real conversation by allowing you to use an open ended chat format with them.

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