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Strengthening the Customer Experience with Automatic Speech Recognition

Strengthening the Customer Experience with Automatic Speech Recognition


With companies rapidly evolving and seeking more voice-enabled applications to deliver powerful experiences, LumenVox was pleased to recently discuss the benefits organizations can see when utilizing an Automatic Speech Recognition (ASR) engine with extremely accurate transcription, flexibility, and high availability.

The Power of Speech

ASR’s everyday applications are vast, and it’s transforming how multiple industries do business. For example, media and entertainment companies can produce content faster when hours of audio or video files are converted into searchable transcripts.

Educational institutions can deliver accessible remote learning through real-time captioning in video conferencing software. In addition, researchers can begin analyzing qualitative data in a matter of minutes thanks to asynchronous, machine-generated transcription.

These are just a few examples of how speech-to-text technology is impacting society.

In addition to industry-leading accuracy and speed, LumenVox’s ASR engine utilizes an end-to-end Deep Neural Network (DNN) architecture to accelerate the ability to add new languages and to recognize non-native speaking accents. This enables LumenVox customers to serve a more diverse base of users.

The Value of Artificial Intelligence

With typical Machine Learning (ML) models, there are two fundamental elements: (1) the language model and (2) the creator of the language model.

The language model can ‘learn’ based upon the data it’s given. With a DNN, creators are not required to augment the code base when building or adding data, which is helpful in eliminating inherent biases.

Ultimately, the more robust data sets will provide a highly accurate, broadly applied language mode.

Delivering Enhanced Customer Experiences with Speech

ASR is a programmatic way to turn voice into text. Voices come in different dialects, languages, and with various levels of background noise.

A good ASR can turn the spoken word from a variety of languages and accents into readable, understandable text. Businesses can then use the text to strengthen decision-making and enhance customer experiences by serving a more diverse user base.

Ready to learn more about automatic speech recognition? Join Dan Miller, lead analyst at Opus Research, and Joe Hagan, chief product officer at LumenVox on September 14 at 11:00 a.m. PT / 2:00 p.m. ET as they discuss what is required to deliver meaningful employee and customer experiences through voice channels. Register now for the webinar.

Ready to create an extraordinary voice experience for your customers?​