Automated speech recognition is one of key technologies used to set up voice client self-service systems for banks, insurance, telecommunication, and transport companies.  It allows to upgrade contact centers, replacing ineffective technology of query processing and call redirection to operators via tone dial menu. At the same time, subscribers communicate with automatic system in natural speech form, which is most convenient for clients. The technology supports over 70 languages and dialects.

Tone dial menus (DTMF IVR) as a rule have complicated multilevel structure, offering for selection multiple menu options. Using such menu, subscriber can easily press the wrong button, or “get lost” looking for required function. Often clients press “0” for immediate connection to contact center operator without listening through the whole list of offered menu options. Contact center DTMF IVR statistics at one of major banks has shown that only 12,4% of queries are processed automatically, which does not justify investments into call processing automation.

Effectiveness of Natural Speech Recognition Technology
Voice platform implementation ensures correct recognition of over 96% of voice queries and allows client to get access to required information after 1 or 2 dialog steps. 

For example, the first question asked by automatic contact center system at a transport company is “What is the purpose of your call”. After getting the answer “Booking”, the system asks if passenger wants to book a ticket, change, or cancel booking. Depending on the client’s answers, the system would ask further questions or give the caller access to required service.

Contact center, automated with speech query recognition technology, can “understand” hundreds of question categories, providing one-stop solution for companies that offer different kinds of services - banking, insurance, telecommunication, transportation, etc.