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What is Advanced Speech Recognition?

Advanced Speech Recognition (ASR) converts spoken language into text for use by software. New-gen ASR like Amazon Transcribe, Google Speech-To-Text and Convai’s Oration uses vast data to create highly effective language models that understand uncommon words. ASR transcribes speech with punctuation and allows users to customise by adding words to the language model.

How does Oration’s Advanced Speech Recognition feature work?

It all starts with Oration automatically greeting callers with “How can I help?” and Oration’s Advanced Speech Recognition feature kicks in to transcribe the caller’s response. The Oration Interpreter then analyses the transcribed text to determine the caller's intent and respond appropriately. The system also uses supervised learning to improve its accuracy by having administrators map intents to specific responses.

What makes Oration different?

Oration is an easy-to-use contact centre plugin designed to be implemented as an overlay to your existing contact centre technology infrastructure. A SaaS cloud-based solution, Oration can be up and running within a matter of days. Its ASR technology is customisable to meet specific use cases and can continually improve with supervised learning by having your administrators map intents to specific responses. Oration can also extract important information from callers' speech as directed.

Oration: Advanced Speech Recognition feature

Oration will:

  • Reduce average handling times Reduce average handling times
  • Identify and verify your callersIdentify and verify your callers
  • Increase uptake to self-serviceIncrease uptake to self-service
  • Provide targeted banners Provide targeted banners
  • Facilitate a digital channel shiftFacilitate a digital channel shift
  • Improve agent and customer engagement Improve agent and customer engagement
  • Support speed to competencySupport speed to competency
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You can configure Oration’s features to your contact centre’s needs with or without Convai’s help - you choose what works best for you.

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Overview of how Oration works

Oration is an easy-to-implement, low-cost cloud-based contact centre plugin that ensures the best possible outcome is achieved for every call.

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