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CHECK THE ADVANTAGES OF IMPLEMENTING VOICE RECOGNITION

VOICE BIOMETRY CALL CENTER

January 12th, 2022 _ Fernando Ferreira

How voice recognition works?

Voice recognition technology is nothing more than a computerized system equipped with
microphones capable of "interpreting" human speech. They transcribe what the user says and
forward demands to the right channels. This is their basic function, but there are some
differences: they can be "trained" to recognize the individual characteristics of people; may
require the user to speak slowly; may limit the number of words per request.
It is very important to choose the right system for your operations. If you work in a certain region
of the country, it is essential that the voice recognition tool knows how to identify possible
regionalisms. Mineiros, Santa Catarina and Bahia speak the same language, Portuguese, but
all have popular terms in their vocabulary and very specific ways of speaking.

The main advantage for those who provide services through a call center is the optimization of
service. The voice recognition system can speed up the service and, in some cases, eliminate
it. Many demands can be completed through the system itself, allowing attendants to focus on
the most complex demands of users.

There is also another important precaution that the company must take when contracting the
system: the voice that provides the answer needs to be appropriate for the public in question,
taking into account differences in gender and age, for example, or even the tone of the service.
In the case of call centers, the ideal is more seriousness and less casualness.

Increased accuracy
Another common tool in front-office answering is the audible answering unit. In this system, the
customer uses numbers to advance through the service menu. Despite being quite common, as
phone companies say, this system has limitations and less efficiency than a voice recognition
system. Imagine, for example, that the customer needs to specify, through a multiple choice
menu, the city where he lives in order to receive technical assistance from an internet company.
Impossible

Brazil has more than five thousand municipalities. To serve in Mato Grosso do Sul, which is the
Brazilian state with the fewest cities, the system would have to list 79 options. Have you thought
about the delay? In the case of a voice recognition system, it will be enough for the customer to
say where he lives and that's it. It is much more efficient and accurate! The chances of the
customer being satisfied become greater.

The voice recognition system follows the habits of modernity. Many are dedicating a good part
of their time connected to their cell phones and solving day-to-day demands on this device,
because it is easy and comfortable.

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 Author

Fernando Ferreira
Engineer Fernando Ferreira Specialist in telecommunications project development

Customer experience: Quality in customer service:

How to improve over Learn what to do
the phone? to increase!
January 6th, 2022 January 12th, 2022

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