What is speech-to-text?
Speech-to-text is a computer program that is capable of identifying words and phrases in spoken language and then converting the data from speech into a format that can be understood by a machine. Applications of speech recognition are often used in Call Center to process customer input.
Application of Speech-to-text in switchboard.
Support in querying customer information.
Speech-to-text often integrated with technology Voicebot (Automated Voice Interaction Robot) to retrieve customer information queries from data read and understood by Voicebot without human involvement. The process will go like this:
Speech-to-text is used to:
- Query personal information.
- Query credit card balance information.
- Order/delivery information.
- Answer FAQ, …
Information security application.
In advanced Call Center systems, Speech-To-Text will be integrated with Voice Biometric (Voice Biometrics) and Voicebot to secure customer information without human intervention. The process goes like this:
- Customers say
- Voice biometric reception
- Voice biometric performs voice biometrics
- If the biometrics match (Speech-To-Text is responsible for reading and converting into text that needs to be retrieved from the database to respond to customers)
- Text-to-Speech
- Voicebot responds to customers.
Often used to:
- Access to personal data
- Legal Data Retrieval
- Change security code,…
Easily measure and evaluate performance.
The QA process will be easier, more diverse and more accurate. In addition to Evaluate call quality through recorded files, now with Speech-To-Text, audio data can also be converted to text, allowing QA staff to score calls on a scale based on Call Script (Of course, the scoring process will combine audio and text files to provide the highest accuracy)
Call scoring and analytics application: Speech analytics in Call Center
Benefits of Speech-to-text in Call center.
Improve service quality.
Customers will be more satisfied when all information is answered quickly and accurately.
Reduce the workload of operators.
Agents reduce the amount of manual work required thanks to automation.
Improve call center performance & efficiency.
Cases will be resolved faster, allowing agents to focus on answering in-depth questions.
Information security.
Absolute safety with security based on the correspondence between the information provided and system data.
Collect customer data easier.
People tend to trust Robots more when providing information than call center agents.
Optimize costs and increase profits.
Cut down on activities that do not require human participation, thereby optimizing investment costs for human resources. At the same time, increase the efficiency of call center agents to increase profits.
Vietnam's leading Speech-To-Text switchboard solution.
Bellsystem24-Vietnam is the leading unit in Vietnam in pioneering the development of Speech-To-Text technology and applying it to Call Center switchboards. This application has full encoding and format conversion features of an international standard automatic switchboard. Helps businesses optimize automation capabilities to improve operational efficiency and aim for self service.
The switchboard is suitable for deployment.
Bellsystem24-Vietnam
Leading Contact Center & BPO solution provider in Vietnam.
