Automatic Speech Recognition (ASR) can allow customers to use natural speech to interact with applications and databases. It expands beyond the limitations of traditional, touch-tone based systems by increasing the options of commands from 12 (number of buttons on the phone) to 100,000 the number of words in some speech libraries. It allows for more complex transactions to occur. Customers have shown a preference for user-friendly ASR-based systems over traditional IVR systems. ASR technology allows the customer to simply say the name of the department or the name of an employee they would like to reach, and the system does the rest. By employing a best match' function, the system can sometimes even accept partial names or words. It can be particularly helpful for users with a rotary phone. |
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ASR Automatic Speech Recognition |
