In our last article we introduced the upgrade of the TENIOS Text-to-Speech (TTS) service to 18 languages. As announced, this is just one of the new AI-based speech tools that TENIOS is offering now. With automatic speech recognition (ASR), the call on your hotline or in the contact center will become an optimal customer experience. And the best thing about it: The speech recognition system works for over 80 languages and countries.
What is automatic speech recognition?
Automatic Speech Recognition (ASR), also known as Automatic Voice Recognition (AVR), is part of speech analysis and refers to the recognition of human speech. The analysis is performed automatically by using a word database. Through Artificial Intelligence (AI), the data pool continues to grow and optimizes the ASR speech system.
“Do you have a question concerning
… an invoice or on another topic?”, the voice assistant asks the caller. Announcements like these can be created via Text-to-Speech (TTS) in the TENIOS customer portal in no time at all. After this announcement automatic speech recognition comes into play. The TENIOS ASR dialog system allows the caller to control navigation by voice input: If the customer answers the initial question with “invoice”, he is forwarded directly to the appropriate office – if the answer is “other topic”, he is forwarded to another destination. A condition for this control is the previous definition of the keywords “invoice” and “other topic”.
With ASR, you can set any number of announcement loops, which forward the customer to the desired information as quickly as possible. To find out how to set up this in the TENIOS portal, please visit our documentation page.
In addition to German and English, TENIOS speech recognition offers numerous other languages such as French, Dutch or Japanese and can therefore also be used in international customer contact.
The advantages of ASR
ASR facilitates the voice dialog for your service staff and for your customers at the same time. Here are 8 reasons why you should integrate automatic speech recognition into your customer hotline:
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