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Why Does Your Customer Support Need Speech Recognition Technology and How It Works?

Updated: Jul 27, 2022

J.A.R.V.I.S. or Siri? Who did it better? Tony Stark’s voice assistant is not from a fantasy genre anymore. Voice assistants became an inseparable part of our lives. We complete different tasks with their help, starting from setting a reminder up to reserve tables for our important dates. And year by year, they become more responsive and understand better what we want and how to satisfy us.

The speech recognition systems and voice-to-text converters have really changed our lives and brought many convenience and time savings. Besides personal use, many businesses can implement these technologies to solve several problems regarding their project management and task management tools and workflow management tools regarding customers. Such technologies have come a long way before reaching the point where they are now. Development processes continue to bring speech recognition technologies to the maximum when they will overcome the barrier of different accents, ages and languages and make the task management tools more convenient and effective.

So What Makes Up Speech Recognition Technologies?

The concept of speech recognition systems is pretty simple. Let’s break it down by using the example of the task management tool SaidText. The workflow management tool first analyses the audio when your customer sends a message or request to you in a voice message format. After that, the system breaks down the voice message into several parts and transforms it into a suitable form, which the device used at the moment can understand. After all this analyzing process, the system finds the best matching text version of the audio and offers it directly to you. All of this happens at a glance, and we don’t even notice the complicated process occurring at the back. In the end, SaidText keeps putting the audio and already converted text versions in one place and automatically sets the requests in order based on their urgency level by using AI technologies. In a few words, speech recognition systems help to convert audio to text. Such technologies allow you to save a lot of time, especially when it comes to organizing your work for the customer support department.

How Did It All Start?

The technologies of speech recognition go way back to the 19th century. In 1877 Thomas Edison invented the phonograph. It was the first tool designed for recording audio and then playing it. During the 1950s and 60s and even in the following decades, Bell laboratories made solid steps in this field by constantly developing technologies which started to recognize some simple texts. In the 2000s, we had already achieved good results with the effort put in by Google. After introducing Google Voice Search, the speech recognition technologies achieved 80% accuracy, which was a huge advancement compared to what we had before. “Convert audio to text” was a task that many worked on for years to improve such life-changing technologies. An interesting fact, when Google introduced its voice search option in 2001, the systems included around 230 billion words coming from the searches of users, which is big data and was used for improving the accuracy of the systems.

Finally, in the 2010s, voice assistants came into use by gaining immense popularity. Apple introduced Siri to its users, Amazon introduced Alexa etc.

Where Are We Headed To?

These groundbreaking technologies continue to be developed, as they bring up a lot of convenience for everyone who uses them. Due to high competition, the technologies are not the most expensive ones to use while still being impactful. AI systems and massive data collected for the voice assistants make the analysis and improvement process even faster, which means that the pace of development of the technology will happen more quickly in this decade than in any previous one. This gives us the vision that voice recognition technologies can dominate the market and become an inseparable part of our lives.

The enhancements they can bring to improve customer service and overall experience are very promising. With the help of voice recognition technologies, businesses can automate many processes that previously relied on customer support representatives, and the latter can be included in more value-adding tasks. Technologies can help respond to customer requests faster, better and more accurately without ignoring the part when you have to add a human touch to the interaction. Hence, people feel more connected to your business.

SaidText implements all these innovations regarding speech recognition systems to increase your customer engagement by improving the customer support representatives work with more productivity and decreasing the time for analyzing customers' requests. It helps transcribe the voice message requests into a text and organize those requests based on their urgency level with the help of up-to-date AI technologies.

Check out our other articles to find out in what different ways you can increase your customer engagement!

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