What Is Automatic Speech Recognition (ASR)?
Automatic speech recognition (ASR) is technology that uses machine learning and natural language processing to convert spoken words into text. In a contact center, ASR is used for a variety of customer and agent interactions.
Automatic Speech Recognition Uses
There are numerous use cases for automatic speech recognition:
Interactive voice response and call routing
Automated call summaries
Automated call transcripts
Speech analytics
Voice biometrics
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