Advanced Speech Recognition

C_icon_Features_Advanced speech recognition

What is Advanced Speech Recognition?

Advanced Speech Recognition (ASR) enables a person’s natural spoken language to be converted into words – transcribing the audio into text, so that it can be used by software applications. The new generation of ASR resources like Amazon Transcribe and Google Speech To Text use vast amounts of data to create highly effective language models which can even understand uncommon words like place names, product names, or even scientific terms. Importantly, ASR no longer relies on a pre-programmed grammar to interpret the meaning of phrases, it can even create a transcription that includes punctuation. Advanced ASR features also allow users to tweak behaviour by adding extra words to the language model themselves.

How does Advanced Speech Recognition work?

It all starts by Oration automatically greeting callers with “How can I help?”. Integrating the very latest technology from Amazon and Google, Oration’s ASR capabilities are used to recognise a caller's response and create a transcription. The Oration Interpreter then extracts information from the text to apply an ‘intent’ to the call received.

Practical example

The caller says “I would like to cancel my credit card as I have lost it at the beach” ASR transcribes as “I’d like to cancel my credit card as I lost it at the bach”.

Interpreter extracts “Credit card: Cancellation” The ASR system has made some small minor mistakes but they do not alter the meaning of the phrase and the interpreter correctly extracts the intent from the request.

The caller says “yeah my date of birth is fifth November nineteen eight nine”.

ASR transcribes as “yeah my date of birth is fifth of November nineteen eight nine” Interpreter extracts “DOB: 5/11/1989”.

The ASR system has transcribed the audio correctly and the interpreter extracts the formatted information - in this case, a date of birth - and returns it in a standard date format suitable for an application to use.

What makes Oration different?

With Oration, you can pick and choose the best ASR engine for your use case, giving you peace of mind that your contact centre is up to date with the world’s best contact centre practices. Oration combines this with simple supervised learning techniques which allow behaviours to be continually refined and adjusted – like giving the system hints by adding uncommon words to its vernacular. By knowing exactly what’s important in a caller’s spoken language and what isn’t, Oration can also be configured to carry out information extraction for a wide range of common data types such as a caller’s date of birth.

ORATION WILL:
  • Reduce average handling times
  • Identify and Verify your callers
  • Increase uptake to self-service
  • Provide targeted banners
  • Facilitate a digital channel shift
  • Improve agent and customer engagement
  • Support speed to competency

Discover our features

C_icon_Features_Advanced speech recognition Advanced Speech Recognition

Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.

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C_icon_Features_Ongoing supervised learning Ongoing Supervised Learning

By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers. 

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C_icon_Features_Intelligent-call-routing Intelligent Call Routing

Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.

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C_icon_Features_Contact-centre-agent-view Contact Centre Agent View
With contact centre agents able to see what a caller has said before they pick up a call, they’re well prepared to quickly resolve queries without asking callers to repeat information.
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C_icon_Features_Graphical-user-interface-dashboard Graphical User Interface Dashboard

Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.

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C_icon_Features_Reporting-insights Reporting Insights
The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights such as top caller intents and AHT.
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CX Platform CX Platform
Your Customer Experience (CX) platform brings together the agent telephony, CRM, and all the digital tools you need to interact with callers either via phone or chat.
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Voice Verification Voice Verification
By simply saying their account or phone number, customers can use their pre-enrolled voiceprint to securely access their account or self-service over the phone.
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Automated KYC Verification Automated KYC Verification
Oration can automatically ask and confirm identification questions without agent involvement and can integrate Voice Verification technology to match callers with their stored voiceprint.
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Transcription Transcription

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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