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What is Speech Recognition?

Speech recognition in layman’s terms is the process of converting speech into text. But why do we need speech recognition? Especially, why would a call center service require a speech recognition system? How does the speech recognition system contribute to the progress of call center services? The prospective use of speech recognition is many. One of them is, for improving customer experience. 

We are on the brink of creating a revolutionary breakthrough with the advent of cutting-edge technologies like artificial intelligence (AI), machine learning, and natural language processing (NLP). These technologies are already disrupting many industries. Almost all the business sectors are trying to reap the maximum benefits from these technologies because everyone knows how productive and beneficial these concepts could be. 

  • Speech recognition function can be used to capture the voice or speech of the customers to identify their behavior patterns and persona. In the business world, understanding the persona of our prospective client or customer is imperative. 

  • The entire business depends on identifying the requirements of customers and clients. If we are aware of our client's requirements, we can focus on procuring those requirements and use them to conduct business. Speech recognition techniques could contribute to a great extent in the line of customer-oriented businesses. 

  • The primary objective of call center service was always been resolving the issues of customers. They are there to make everything convenient for the customer so they can gain the confidence and trust of the customer. In the line of business, gaining the trust and confidence of our stakeholders is the key to success. 

  • A speech recognition system converts speech and voice into insightful information that can be leveraged for building automated conversational systems. The entire call center industry is trying to find ways to automate everything. 

  • Technologies like AI and Machine Learning are soon going to use for constructing virtual agents capable of conducting human-like conversations with clients. For creating such an interface, speech recognition has an important role to play. 

  • Using a speech recognition system we can feed the necessary and accurate data to the system powered by artificial intelligence. These insightful pieces of information will be used as case scenarios for developing responses for future conversations. 

In order to lead a meaningful conversation between machines and humans, we must instill algorithms that can understand human language, especially emotions. We all know how the meaning of a phrase changes with the slightest change in the tonality and modulation of a speech. A machine may only understand the wordings but in order to accurately capture the emotions of a person, it will require a speech recognition system. 

Speech recognition is going to be the final key to creating a robust technology that can conversate with humans efficiently. Human conversations can be quite intricate to understand as it involves hundreds of context with similar words. Understanding the emotions of humans is extremely necessary for making this happen. Speech recognition systems are already placed in virtual assistant devices like Alexa and Cortana. 

We only need sufficient speech recognition data for manifest human-like conversation and soon it will disrupt the whole BPO industry

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