What is Speech Recognition?
Speech recognition, or speech-to-text, is an automated process where a computer system can convert a person’s words into an action, such as text or a computer command. In phone interactions with call routing, it eliminates the need for callers to press options on their phone to route their call.
Benefits of Speech Recognition
There are several benefits to speech recognition in the contact center:
Automatically transcribes customer service agent interactions with customers
Saves agents from manual notetaking
Improves accuracy of recordkeeping