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The Pillar of a Successful Conversational Journey: Speech Recognition - Sestek - ContactCenterWorld.com Blog

The Pillar of a Successful Conversational Journey: Speech Recognition

Conversational technologies transform the customer journey. By allowing customers to use their own words to interact with systems, conversational technologies offer the most natural communication method. And the conversational journey starts with speech recognition technology.

Speech Recognition (SR), also known as automatic speech recognition (ASR), catches spoken words and phrases and converts them to a machine-readable format. This is the first step to let users control devices and systems by speaking instead of using conventional tools such as keystrokes or buttons.

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Why is Speech Recognition important?

As the first step, the accuracy of speech recognition is key to a successful conversational journey. If you cannot accurately translate voice into text, you cannot understand what your customers are saying, and you will not be able to solve their problems. The accuracy of SR increases the efficiency of self-service applications and allows companies to deliver improved customer experiences. Since SR is the core technology that empowers conversational solutions, the success of a conversational system depends on the capabilities of its SR technology. In other words, to ensure a smooth conversation between machines and the customers, a comprehensive Speech Recognition solution is crucial.

To offer an effective conversational product, make sure that your SR solution ;

  • has a high recognition accuracy
  • offers advanced natural language support
  • supports multiple languages and accents
  • easily integrates with multiple technologies like AI, natural language processing (NLP), and machine learning (ML)
  • has a flexible structure that supports omnichannel deployment

How Sestek SR stands out

20 Years of Know-How

Sestek SR is the product of Sestek’s 20 years of experience in building highly accurate speech solutions. Since day one, we have been working hard to make our technology more accurate and robust. Empowering Sestek Speech Recognition with the latest technologies like neural network (NN) improves its recognition accuracy and as an R&D company, we have been investing in this for a long time.

End-to-end Conversational Journey

Sestek SR is the core technology behind our main products such as voice IVRs, virtual assistants, and conversational analytics. Moreover, Sestek SR is a component of our omnichannel automation solutions. Meaning when you implement Sestek SR once, you can benefit from the technology at any channel you are willing to build conversational solutions for your customers.

Tailor-Made for Different Verticals

Each business has different priorities when it comes to offering the best customer service. Each business needs specific solutions rather than one-size-fits-all ones to build the right conversational journey.

Sestek Speech Recognition’s highly customizable structure enables us to build a tailor-made conversational solution for each company. The technology can be trained with specific language models according to industry and vertical needs.

Difficult to Build Difficult to Implement

Building highly accurate speech solutions in house might take significant time and effort. Collaborating with experienced vendors saves more than money, it can contribute to the awareness within your organization. But this requires a close relationship with your technology provider. Your technology provider needs to understand your needs fast and offer intelligent guidance with proven processes and advanced tools. Sestek offers end-to-end professional services, including strategy building, application design, deployment, testing, and optimization. Our team’s expertise relies on hands-on experience in speech tech, gained from 20 years of developing conversational solutions. This may be our most significant differentiator to our global competitors’ deploy and forget approach.

SR Accuracy Test

Sestek SR is the product of our continuous R&D efforts. We optimize our product with the latest technologies and methods in a way that increases recognition accuracy.

Lately, we developed a new model where we used a neural network as a technological leap. And to measure the success of this model, we tested the accuracy of our speech-to-text engine. We compared our engine with Google and IBM’s SR engines.

For manual testing, we used two sets of random data from call center recordings, two sets of recordings of medical articles. For automated testing, we used 3 YouTube videos.

In the manual test, recordings were listened to and labeled all the automatic transcribed words/phrases as correct/wrong and calculated final word-error rates within the data set. WER (word-error-rate) is a common metric for SR engines; it is the ratio of the total word of error (substitutions, deletions, and insertions) to the total number of words in the reference. The smaller the ratio, the more accurate the engine.

The first table shows the results of manual calculation, and the second one shows the result calculated automatically using the reference text.  Here are the results:

Manual Measurement

Automated Measurement

As seen above, our NEW approach provides nearly 30% improvement for accuracy.

With these numbers, we are not suggesting that we are certainly better or the rest is certainly worse. The speech recognition process includes calculating and optimizing millions of parameters over a vast search space, and it is hugely stochastic (what we engineers call as the pattern that may be analyzed statistically but may not be predicted precisely). A vendor’s SR engine can perform better than others for a specific recording, but the same engine can perform worse for another one.

We are simply suggesting that our SR technology can easily compete with billion-dollar vendors such as Google and IBM.

Learn More

Speech recognition is among the leading technologies used in conversational automation. The performance of this technology plays a crucial role in the success of conversational customer services. By offering an easy-to-use and advanced conversational system, businesses can improve customer experience. That is why choosing the right speech recognition technology is an important decision to make. Sestek offers an effective solution not only with its advanced technical features and high accuracy rates but also with 20 years of know-how and distinctive professional services. Click here to test our Speech Recognition technology for the following languages; Turkish, English, Flemish, French, Russian, and Turkish.

Source: https://www.sestek.com/2020/10/the-pillar-of-a-successful-conversational-journey-speech-recognition/

Publish Date: October 10, 2020 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from Sestek

Recent Blog Posts:
The Evolution of Machine Learning: Explainable AIJuly 13, 2021 5:00 AM
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021 5:00 AM
How to Deploy Successful Conversational AI ProjectsApril 1, 2021 5:00 AM
Transformation of Driving Experience: Tips for Implementing Conversational AI in Automotive IndustryMarch 9, 2021 5:00 AM
The Pillar of a Successful Conversational Journey: Speech RecognitionOctober 10, 2020 5:00 AM
Reducing Customer Complaints with Speech AnalyticsAugust 12, 2020 5:00 AM
Gartner Recognizes Sestek’s Speech-to-Text TechnologyMay 13, 2020 5:00 AM
How does Conversational AI strengthen your business in tough times?May 4, 2020 5:00 AM
AI: The Secret Weapon for HealthcareMarch 28, 2020 5:00 AM
A New World Without Artificial Stereotypes and Biases with Artificial Intelligence: Why Not?February 7, 2020 5:00 AM

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