Speech Recognition in Customer Experience
Speech Recognition in Customer Experience Speech recognition is changing how businesses listen to customers. Instead of typing queries, people speak, and their words are turned into text the system can understand. In customer experience (CX), this opens faster, more natural conversations and helps agents act on what customers really need. With careful design, speech tools can cut wait times, reduce transfers, and surface trends from conversations. Real-time transcription and intent detection power several practical uses. Live agents can receive on-screen prompts as the caller speaks. Self-service paths can guide customers with natural language requests, not rigid menus. After a call, transcripts become a rich data source for quality reviews, product feedback, and training. ...