Automatic Speech Recognition (ASR) is a key element of conversational AI that enables computer programs to understand and interact with humans through speech. While ASR has many applications, its primary function is converting spoken words into computer text.
In a call center setting, ASR-enabled programs can free agents from time-consuming keyboard data entry tasks, which can accelerate call efficiency and enable the agent to focus on client engagement rather than on manually typing notes or searching directories.
ASR is also used in intelligent self-service platforms to guide callers toward resolving their queries themselves and, consequently, deflecting routine calls from live support. This process aids cost reduction efforts while simultaneously navigating customers to the right channels for inquiry resolution by way of automated assistance.
The versatility of ASR software has made it an increasingly common presence in call center organizations.