Glossary

What is Automated Speech Recognition?

The Call Centre sector has been constantly striving to achieve operational excellence and ASR or automated speech recognition is a step forward to the same. ASR is typically used by call centres to recognize and process words & phrases spoken by a customer into a coded language that can be comprehended by a machine (computer). This high-end tech is used by call centres to increase their efficiency and provide first-string service experience to customers. ASR is also used for authenticating the users on the basis of their voice and performing relevant action depending on the directions given by them. Call centres used this system to trim the labour cost (since no human is required in the process) and raise the overall performance.

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