In recent years, the accuracy and efficiency of speech recognition technology have undergone great advancements and improvements which have enabled call centers to further improve their customer service and experience operations. The machineability to recognize human speech and phrases, which can be then transformed into digital and machine readable format intends to better manage customer queries simply based on what they want.
Here are a few advantages of speech recognition technology which promotes better customer service and also helps to improve customer experience.
1. Quick Information Delivery
Nowadays, every customer who dials into any customer service call center expects swift action and information. Most of the times, customers don’t even need to talk to an operator and simply wishes to get basic information. This is where speech recognition technology comes in as the customer can simply state their query or issue and the associated data is then provided to the customer. This enables businesses to cut down on waiting times for calling customers.
For example, the Dublin Airport, by implementing a smart speech recognition system was able to handle 30% more passengers without having to employ more personnel. Incoming calls are filtered by the existing PBX system with pre-decided prompts. Based on the customer’s query or issue the system then automatically provides all the necessary and relevant information, or forwards the call to an operator.
This smart speech recognition system used at the Dublin Airport is also fine tuned to pick up on nuances of the Irish accent and tone for better results. This system alone has enabled the Dublin Airport to reduce its average call time to less than 53 seconds and freed up human operators to only handle more complex issues and queries.
2. Call Steering
Speech recognition systems also help to connect callers to the right division. Without a speech recognition system, customers have to talk to an operator who will then forward their call to the appropriate department. This takes up valuable time and has a negative impact on customer experience. But, with a speech recognition system in place, customers can simply state their issue when prompted, and the system will automatically transfer their call to the most relevant operator or department.
This type of a system helps improve customer service and experience by first discerning the nature of the issue, then providing basic information and taking the customer through a series of identity checks, and if the issue or the query is still unresolved, then the system connects the call to a human operator. This also helps the operator as all the relevant information is displayed on their screen and enables them to deliver a quick resolution to the issue.
For instance, Standard Life Insurance company has been able to increase its call handling capacity by more than 25% and decrease misdirected call by more than 66%. This is all because of the fact that such a system, allows customers to get right to the crux of the issue and enables the operator to better handle the customer and deliver swift action to mitigate the issue.
3. Automatic Identification
Businesses which need to confirm the caller’s identity over the phone without the need for risky and confidential personal information can derive great benefits from speech recognition systems. Advanced speech recognition systems even have the capability to identify a person based on their voice using bio-metric protocols. This helps reduce the threat of identity theft and also allows the operator to get all associated information of the callers well before the call is connected to the operator.
Creating an identification voiceprint requires no more than 2 minutes and can be implemented on certain text phrases like “Name” or “Account #”, e.t.c. The stored voiceprint can be used every time the customers calls to confirm their identity before being connected to a human operator. This helps create a better customer experience as the customer no longer has to go through a serious of tedious identification checks to get issue resolution, information, e.t.c.
For example, Australia’s 8th largest insurance company, ahm Health Management, uses such an intelligent speech recognition system, with more than 20,000 stored voiceprints, which has enabled their customers to quickly connect with the appropriate human operator and eliminate the need for identity checks altogether, making the experience swift and easy.
4. Eliminating IVR Menus
Push button based IVR menus are almost always a headache for the customers calling in. They are slow and also usually not implemented and integrated properly. They are also not very popular with the customers, but with a new technological application called “Intelligent Call Steering (ICS)”, which requires no buttons to be pressed, the customer simply needs to state their reply when prompted, after which their call is forwarded to the most suitable operator or department.
This intelligent system allows companies to reduce their misdirected call rates down by 3% – 5% and also decreases the time needed to redirect the call to the appropriate operator to an impressive 20 – 30 seconds. This system, along with Natural Language Speech Recognition (NLSR) systems, enables companies to completely eliminate IVR based systems, as customers and callers can simply state their query or issue and get redirected to a human operator within a mere few seconds.
This, coupled with financial services’ statistical language model of over 100,000 phrases, allows the entire system to recognize the nature of the call swiftly, based on the caller’s query phrase and connect it to the most relevant operator or department. This also allows companies to reduce their call waiting times to less than 30 seconds and misdirected calls close to none.
5. Handling Increased Call Volumes
When dealing with increased call volumes, speech recognition systems helps to categorize and smartly forward calls to the operators. It allows businesses to reduce call waiting times and resolve issues that don’t require human intervention swiftly and efficiently. The systems also allow customers and callers to ‘self-serve’ and resolve their issues themselves using the speech recognition feature and if the issue is still unresolved, they can then opt to talk to a human operator.
This classification and redirection of calls based on the callers’ speech allow the system to intelligently distribute calls during peak times, which makes it easier for the operators to serve the callers better and quicker, which in turn, helps create the better customer experience.
So, there you have it, these few advantages of speech recognition technology not only help create better customer service and experience but also simplifies and saves time for the operators to handle more important calls.