Interactive Voice Response (IVR): It is one of the oldest speech recognition applications and allows customer to reach the right agents or resolve their problem via voice commands.
Speech recognition is an effective call center service solution that is available 24/7 at a fraction of the cost of a team of customer service representatives. This is one of the most important AI applications in customer service.
Users don’t need to type emails, reports, and other documents. Speech recognition enables hands free computing. Thanks to applications such as Siri and Google voice search, voice interfaces have become commonly used. Another study also reveals, approximately 7 out of 10 consumers (71%) prefer to use voice searches to conduct a query over the traditional method of typing. In 2019, reports estimate that 112 million people in the US will use a voice assistant at least monthly, up 10% from last year.
This is the most common use of speech recognition. User adoption of voice interfaces is still low for applications with more significant implications like buying things or controlling smart devices, Source: PWC Voice Search Voice recognition is a maturing technology and users seem to trust it for the most basic functionality like search or playing music. It converts users’ verbal queries into text and interprets what the user is saying to respond to their query. The technology allows users to explain themselves verbally to a computer or a device.
If you are familiar with virtual assistants such as Alexa, Cortana, Google Assistant, and Siri, you already know about speech / voice recognition and conversational AI.
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