Advanced Speech Recognition System

What is Advanced Speech Recognition system?

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.

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.

Discover our features

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.

Learn More

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.

Learn More

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.

Learn More

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.

Learn More

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.

Learn More

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.

Learn More

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.

Learn More

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.

Learn More

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.

Learn More

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.

Learn More

Identify

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.

Learn More