What is Automatic Speech Recognition (ASR)?

Automatic speech recognition is technology that provides the ability for a person to interact with a computer application with their voice, thereby eliminating the need to input data using the keypad. For example, automatic speech recognition eliminates the need for callers to “press one” when they contact customer service. It does this by converting a person's words into something a system can use, such as text or a computer command.

In contact centers, Interactive voice response (IVR) systems use automatic speech recognition to enhance the customer experience. When integrated with other applications, ASR technology enables callers to perform self-service tasks, such as checking account balances, as well as authenticating their identity prior to speaking with an agent. Automatic speech recognition can also be useful for identifying why the customer is calling and using this information to route the call to the appropriate agent.

Automatic speech recognition is an emerging technology, with improvements being made to it at a rapid pace. Consumer adoption is being fueled by increasing use of virtual assistants, such Amazon's Alexa. In fact, some contact centers are experimenting with using virtual assistants as another support channel. Savvy businesses recognize the value and potential and have made ASR part of their customer experience.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world. Our software suite includes a robust IVR with Automatic Speech Recognition capabilities. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations.

CXone Interactive Voice Response (IVR) is natural language voice self-service that accelerates resolution, improves routing and cuts cost with automation. It leverages ASR to verbally gather caller information and determine optimal handling for improved customer experience.

CXone includes:

Omnichannel Routing – routing and interaction management. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.

CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.