Applications built on Automated Speech Recognition engine have a tremendous impact on customer Self Service and Call Centers

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Speech is the basic form of human communication. Technology has evolved to enable humans to interact with software and telephony applications using commands, which sound like natural language.

As a result, applications built on an Automated Speech Recognition (ASR) engine have a tremendous impact on customer Self Service and Call Centers, in particular.

Speech applications can be broadly classified as Speech portals and Self Service applications. Speech portals provide Speech user interface to Web portals. Speech enabled Self Service applications enhance the productivity of traditional IVR applications and improve agent productivity in a Contact Center.

Benefits of Speech Applications

Telephony Cost
A designed Speech Recognition application reduces Average Hold Time (AHT) as callers have the flexibility to retrieve information required by using the 'barging-in' application. This compares favorably with traditional IVR applications where the caller is forced to listen to prompts before making a choice. AHT is considerably lessened.

Manpower Cost
Speech applications increase IVR penetration by approximately 30% within the first two months of deployment. A customer query such as "I would like to know the dealer location in my locality" would have to be responded to by an agent in a Contact Center, since the traditional IVR does not process alpha-numeric inputs. With Speech application such a query may be completed by a Speech-enabled IVR. The Contact Center could then optimize its infrastructure by handling more calls.

	Overview
	Servion's Role

Complaint management and payment issues resolved with Servion's Speech Recognition.


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