Automatic speech recognition, or conversational AI, is technology that allows users to interact with a computer program or application with their voice.
In other words, keyboard input becomes unnecessary. One popular example of this is Siri, the digital assistant.
It’s important to differentiate speech recognition from voice recognition. Speech recognition deciphers meaning and intent from speech. Voice recognition identifies an individual person by their voice, usually for security reasons.
What is Automatic Speech Recognition used for?
Conversational AI has many uses in numerous industries.
The technology can help with a business’s customer service by using automated voice assistants to listen to consumer queries.
In healthcare, physicians can use the software to transcribe notes quickly. Almost everyone will have used voice controls while driving to take advantage of hands-free communication.
The main applications are to make it easier to document, report, and solve customer needs in a fast and cost-effective way.
Users have a simple way to vocalize their needs through text commands, often making simple tasks far easier to complete.
The benefits of Automatic Speech Recognition
Automatic Speech Recognition brings a wide range of benefits.
- It’s simple to use. ASR tech relies on something that most of us do every day – talk! There’s nothing to learn and no new skill set to tackle.
- It’s readily available. This type of software is usually pre-installed in computer and mobile devices for wide accessibility. In a customer service setting, conversational AI is simple to add to existing infrastructure.
- It lowers business costs. Automated systems decrease costs for customer service departments. At the same time, customer satisfaction often improves. In many instances, consumers receive faster resolutions to problems and report more enjoyable experiences.
- It lowers repetition. When human workers are not forced to do the same manual tasks over and over, employees will be happier and more productive.
Automatic speech recognition systems have become highly advanced, and continued improvements make it possible for seamless interactions between humans and computers.
This is an increasingly important dimension of how businesses can meet growing customer expectations.
As voice becomes a default mode of engagement for customers in their daily lives, the introduction of similar tech in customer service is a no-brainer.
Crucially, modern voice systems are relatively easy to integrate with surrounding technology.
This means that those systems can have context-aware conversations and pass on vital customer or interaction data.
So far this has been the missing piece for conversational technology. But now, customers can reasonably expect automated systems to have a clear concept of who the customer is and what they need.