The pandemic has transformed the way businesses operate. Technologies have been adopted at lightning speed due to increased reliance upon remote workforces. There are many voice technologies that are now must-haves, such as Automatic Speech Recognition. But are businesses and organizations using these technologies to their fullest potential?
You need to start with a basic audit—what voice technologies do you already have? How are you using them? We’ll assume you are using Automatic Speech Recognition, as it is most common, and specify how you can leverage it to maximize ROI.
- Are you using Automatic Speech Recognition? What are you doing with your speech data? Transcription enables visibility of this precious information. When transcription is used in conjunction with artificial intelligence, or Natural Language Processing, feeding machine-learning processes downstream, it enables customers to speak their mind, literally. This means the IVR or even chatbots can interact with customers in a more personal, efficient way, solving problems that would have required costly time with a live agent.
- If you are using Automatic Speech Recognition in your IVR, how have you tackled authentication? Have you considered voice biometrics? Voice biometrics creates a secure, convenient authentication process that can either happen within the IVR or with live agents. It cuts costs by reducing handle time. It raises satisfaction levels for agents and customers by removing the need for painful, lengthy interrogation processes. There are two modes of voice biometrics: Passive & Active. Passive means customers are verified through natural conversation. Active means they are prompted to speak a specific passphrase to authenticate. Either method results in higher satisfaction and compelling ROI.
The LumenVox Technology Stack is unique in its convenient licensing and add-on capabilities. With just one installation of one of our components, such as our Automatic Speech Recognizer, you can easily add licensing to incorporate any of our other technologies. With forward-thinking and access to such a flexible stack, companies can remain competitive. Step up your game and keep your customer service at the cutting-edge.
Questions about any of the LumenVox voice technologies? Contact us.