Uses and Scope of Speech to Text in a Contact Centre

What is speech to text?

Speech to text recognition is a simple software that transcribes audio files into text.

It refers to the ability of software to identify a set of words of the spoken language and format them for readability.

In simpler terms, speech to text software hears audio and uses linguistic algorithms to deliver an editable, verbatim transcript. In a contact center, it is used to handle incoming customer calls to convert them into text.

A speech recognition system allows callers to speak with the system and engage rather than simply pressing buttons through a guided IVR. It is used for voice search, dialing and call routing in contact centers.

Why should contact centers bother?

In the last couple of years, speech to text systems have been a raging hit in contact centers. This is due to the series of benefits they provide and the ease of its usage. From the most basic one—customer satisfaction—to cutting costs, increasing employee productivity, decreasing their mechanical workload etc., speech to text, if used efficiently, comes in handy for contact centers.

The system also comes with the exclusive benefit of easy data crunching of vast amounts of information.

Call centers receive high call volume almost daily, and evidently, a huge part of an agent’s job in a contact center has to do with speech. So, it is only fair that a contact center’s focus is on the latest technologies and breakthroughs pertaining to it.

Speech to text technology has drastically transformed how contact center’s function—right from the way they interact with customers, to the way the data is analyzed and much more.

One of the most significant benefits of speech to text is dictation. It comes with the easy creation of documents, controlling devices and much more, simply by means of speech.

With the written word matching the speed of the spoken, transcription becomes an easy task, self-service functionality can be improved, and contact center callers can be engaged even when there is no live agent on call. All of this can be achieved with speech to text technology without involving huge operational or infrastructural costs.

Benefits of speech to text feature in a contact center

Contact centers are a hub of activity—incoming calls, busy agents, round-the-clock services and so on. With sophisticated technology like speech to text comes a variety of benefits. Here are a few:

• It collects real-time data that can be analyzed at any given point in time to improve an organization’s overall performance.
• It saves both an agent’s and customer’s time and delivers a seamless experience (more about this later).
• Moving on from complex IVR systems (where most customers are just pressing buttons), provides an easy-to-use and easy-to-understand interface.
• It frees up agents to perform more human-oriented tasks rather than just mechanical work.
• It serves customers efficiently, as they enjoy dual benefits—self-service as well as live agents (if required). And in most cases, it also does away with the long waiting period.
• It comes with faster data analysis and processing, customer-friendly menus and an easily navigable interface. One can simply speak to create a document.
• It is also compatible with most operating systems, making it more customer efficient.
• Since fewer people are involved, the possibility of data leakage is lower. Hence, it comes with an added layer of security in terms of personal data.
• Since it’s machine learning, there is little or no room for error. The smallest of details are highlighted and nothing is overlooked.

Without further ado, let’s understand the uses of speech to text technology in a contact center.

Uses of speech to text in a contact center

(a) Customer experience

Your customer service might not be an accurate measure but directly affects the prosperity of your business. Customer service is an experience, it begins the moment your customer has their first interaction with your product or service.

With a speech to text feature, your customers are all set for a hassle-free experience. This technology gathers the necessary data for your agent way before the customer gets connected to them. It crunches and makes the data available to your agents in a manner they can easily comprehend and use to serve your customer better.

(b) Determining and accessing quality

As a business, you would often go back and check on the calls received and understand how they were handled to gauge employee behaviour, the effectiveness of your services etc. With the call volume as high as a contact center receives, it is nearly impossible to transcribe the entire data and access the quality of the call.

With the speech to text feature, determining and accessing the quality of calls has become relatively effortless. All the conversations with customers can be viewed in real-time or later, as a package or in parts and can help a business decide what worked for them and what did not.

Determining and accessing the quality of calls has never been easier.

(c) Personalization

One of the most effective business sales strategies is personalization. If your personalization skills are on point, your customers not only feel valued but also a part of your community.

A speech to text feature in your contact center will help you determine what kind of products or services your customers could possibly be looking at. With easily disposable data at the hands of your contact center agents, personalization and ultimately sales become easier.

(d) Aiding agents and productivity

Contact centers on most days deal with heavy call traffic. Agents continuously stay on calls one after the other. While some customer queries can be resolved by simple guidance, some may be really pressing. And with high incoming call volume, there is always room for error.

Whether it is the non-clarity of the issue, or customers not being able to explain what they want, your agents need to be prepared for everything. A speech to text feature helps precisely with that. Once your customer is online, the system will transcribe their speech on the spot, help agents understand the problem better and eventually provide the appropriate solution. Thus, making it a seamless experience for both parties.

Additionally, by deploying speech to text contact centers can also do away with overworking their agents. Simple tasks such as resetting passwords or simple inquiries do not require an agent’s help. With speech recognition in place, your agents can be freed from smaller tasks and focus on rather pressing issues.

Scope of speech to text in contact centers 

The speech to text feature has mammoth potential in terms of contact centers. It has changed the way consumers and agents interact. Through this technology, your consumers have a more organic relationship with your business and pave the way for a smoother experience.

This technology is continuously overpowering traditional forms of communication and streamlining efforts of contact centers for better services. Since reading is faster than listening, it allows more data processing.

By adding voice in text-based applications, businesses can crunch more data and provide better solutions. Additionally, by leveraging machine learning one can understand patterns, formats and predict customer behaviour and help with mass analysis.

Contact centers using speech to text are a step into the future. Leverage the right tools and technology and achieve exponential growth.

Conclusion

With cutting edge technology, like speech recognition, contact centers and their functionality has changed drastically. By involving and actively engaging with speech to text feature, contact centers work at unparalleled speed, efficiency and problem-solving abilities.

Providing a series of benefits to contact centers and the consumers, a speech to text system has overpowered traditional methods of contact center functioning. It possesses the potential to revolutionize the game altogether.

Today the consumers look forward to having a hassle-free experience when it comes to contact centers. And they wouldn’t hesitate to switch to alternatives if they are offering better services than your business. But by levering speech to text, contact centers are already gravitating towards a futuristic world.

Acefone Editor

Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK’s leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.