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How to use automatic speech recognition in your communication strategy

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Our API allows users to build, direct, receive, and design responses all with no code in a single platform. It launches faster by eliminating by reducing the amount of coding required as the voice content is created in-app, while our competitors APIs require developers to programmatically create & maintain the voice messages which slows down new initiatives & campaigns​. Soprano Connect enables you to rapidly create & maintain message voices & handle IVR responses without the need of a developer which causes lengthy change cycles​.
Category: CPaaS
Subject: APIs, Automation, CPaaS Channels, CPaaS Platform, Digital Transformation, Engagement, Interaction
Detail: Intermediate
Author: Abhi Venkateaswar

About Abhi Venkateaswar

Abhi Venky is a Tech Writer and Documentation Owner at Soprano Design in Sydney, Australia since 2018. He holds a total work experience of 10 years and Technical Writing experience of 6 years. Do you want to read more articles written by Abhi? Click below or visit his LinkedIn profile.

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How Automatic Speech Recognition Can Drive More Value For Your Business Communication Strategy

Could you have imagined, a decade or two ago, that you could ask your phone what movie would be playing in the cinemas over the weekend? Or ask your phone where the nearest Italian restaurant was? This is Automatic Speech Recognition (ASR) in action.

What is automatic speech recognition (ASR) technology?

Automatic speech recognition (ASR) is software technology that allows an already familiar piece of audio by a user to be automatically recognised and to trigger certain actions to be performed that are tagged to that user.

Speech recognition has come a long way since its inception. The first speech recognition systems were focused on numbers, not words. In 1952, Bell Laboratories designed the “Audrey” system which could recognize a single voice speaking digits aloud.

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Ten years later, IBM introduced “Shoebox” which understood and responded to 16 words in English. Current speech recognition technology fits in the palm of your hand and has been adopted by several mobile phone creators (Apple and Google, to name a few).

The phone’s artificial intelligence (AI) (Siri for iOS and Google’s in-house assistance) has the capacity to recognize the individual user’s voice and can be activated using simple word or phrase prompts such as “Hey Siri!” or “OK Google”. The device’s response actions can range from a simple “mm hmm?” phrase to “ok what would you like me to do for you today?”.

The applications are varied. As mentioned above, a user could request the nearest Italian restaurant or discover what movie would be playing soon. A user could even respond to a life-threatening situation using speech recognition to contact emergency services immediately.

As a result of the varied and incredibly practical range of uses available, speech recognition is an important feature when users choose their mobile devices.

Automatic Speech Recognition

ASR is useful to improve customer and internal business communication

Speech recognition can, from a business perspective, become a game-changer if utilized well. Let’s look at this from the customers’ perspective.

Customers expect quick and reliable ways to receive information from their sources. Speech recognition, in this sense, presents a vast range of applicability. For example, if a customer uses a login-based software application for their business, it could be configured to recognize individual users within the business and open relevant parts of the application accordingly.

This is possible because speech recognition can be programmed to maintain high fidelity (the degree to which a copy shows the true character of the original) and is highly customizable.

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Now, let’s take a look at this from an internal communications perspective. You may be surprised to discover how well speech recognition can be implemented within an organization for its internal audience.

For example, ASR technology could be used to allow employees to securely log into in-house applications or access their physical office spaces, thereby doing away with clunky keycards or smart passes.

Make an impact on your customer’s communication experience

As media and technology use become increasingly widespread and commonplace, speech recognition becomes second nature because of its ease of use.

Speech-activated tasks become more common such as saying, “Hey Siri!” or “OK Google” when we want to look something up on the web. Within apps like Whatsapp, we may hold down the microphone button to send a quick greeting or a simple “Hey! What’s up?” instead of typing it out.

We may add reminders for groceries to our to-do list apps, for example. We may initiate a call by using a simple term like, “Call Jane Doe” or answer calls hands-free by using a term like “Answer”. Overall, the number of applications keeps expanding at a rapid pace and with every update or improvement to speech recognition, its use and application grow.

Drive tremendous value in your business communication strategy

Speech recognition is increasingly present across many business scenarios today, especially within voice communication channels. It supports security efforts, for example, when entry locks to physical office spaces or passwords for company software applications can be voice activated.

It improves user accessibility when, for example, a visually-impaired app user is able to access a number of features that are voice-activated rather than just the traditional text-based entries.

In a retail or e-commerce environment, smart database management systems can be tied to speech recognition. This enables users to look products or features up easily, within an application, simply with their voice. Often, this makes the overall shopping experience pleasant and quick.

At Soprano, we work on the “recognition” part of the technology. We have incorporated speech in text-to-speech messages and enabled automated passwords to be repeated over secure lines to customers. Across almost all the channels of communication that we offer, voice attachments are possible, allowing us to keep accessibility options present consistently.

Our solutions are routinely used across a number of industries including finance, government, healthcare, logistics, retail and education.

If you would like to find out how to use automated voice messaging to reach, engage and interact with your customers over a landline or mobile phone, then take a look at Soprano’s robust automated voice messaging solutions today.