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.
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.
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.
- 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
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.
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.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.