Natural Language Speech Recognition

Exciting advances in natural language speech recognition are at the forefront of our research and development goals here at West Interactive. In fact, our innovative work positions us as one of the current industry leaders in the development of natural speech technology for call center use. Please contact us today to learn how we integrate best practices for natural language speech recognition into our ASR (Advanced Speech Recognition) and IVR (Interactive Voice Response) services.

• Contact us online or
• Speak to a representative at 1-800-841-9000. (From outside of the United States, please call 1-402-963-1300.)

While speech recognition has been proven to provide a host of benefits when it comes to enhancing the efficiency of automated call center applications, natural language speech recognition takes these initial benefits to a whole new level. Instead of simplistic programs that translate "yes" or "no" responses or are able to understand a pin or credit card number, natural language speech recognition offers the ability to interpret complex layers of speech for a more enhanced, personalized, and efficient customer experience.

Benefits of Natural Language Speech Recognition

What does natural language speech recognition really do, and how can it help improve your customer satisfaction and call center performance? Simply put, natural language speech recognition provides the unique ability for automated call systems to really understand what your customers are saying. Imagine that instead of having to listen to a long menu of choices, your customers can simply say, "I just want to know my account balance", and your speech recognition solution will immediately deliver the information they want. Natural language speech recognition saves you time, it saves the customer time, and improves your overall business efficiency as a whole.

At West Interactive, we have personally seen the positive effect that natural speech recognition has on call center performance, which is why we continually invest in and enhance these services for the benefit of our customers, and their customers in turn. Natural language speech recognition has numerous benefits in terms of both customer satisfaction as well as call center productivity:

• A More Personalized Customer Experience - With natural language speech recognition, customers get to move beyond touch tone sessions or robotic question and answer responses, and instead express themselves naturally to your automated voice system. This provides a more personalized and meaningful experience to your customers.




• Improved Call Routing - Speech technology enhances call center routing by allowing customers to immediately state their goals so they can be directed to the appropriate resource, instead of navigating through long or confusing menu options. This also allows calls to be shorter, saving the customer excess energy while saving you money at the same time.




• Higher Customer Satisfaction - Natural language speech recognition provides simpler menu options, shorter calls, and enhanced speech capabilities that result in an improved rate of overall customer satisfaction and brand loyalty.




• Fewer Zero-Outs and Inter-Agent Transfers - By taking customers directly to the menu option that best matches their unique request, natural language speech recognition also results in fewer zero-outs and inter-agent transfers than traditional touch-tone systems.

Natural Language Speech Recognition - Customized for You

Our flexible application design enables our team to create a customized natural language speech recognition solution based on your unique needs. At West Interactive, our Expert Solutions Group will work with you to design a customized menu and call flow that focus on customer usability as well as your specific call center objectives. We'll evaluate your brand and corporate messaging, and help you blend a meaningful persona with carefully crafted voice talent to address these objectives. We'll also continue to refine the effectiveness of your natural speech recognition and IVR services through intelligent usability testing and caller-feedback techniques.

Whether your focus is on new customer acquisition or current customer care, West can provide you with a custom IVR solution that combines the most advanced technologies for natural speech language recognition as well as touch-tone applications.

Enhanced Speech Technology for Call Center Performance

At West Interactive, enhanced speech technology for call center performance centers around our innovations in natural language speech recognition. For more than a decade, we've been delivering best-of-class ASR and IVR services to prominent clients in a wide variety of different industries. We understand that in order to differentiate yourself from your competitors, you demand a flexible IVR solution that can be customized to your unique business needs while utilizing cutting-edge technologies to enhance the customer experience as a whole. Natural language speech recognition is a prime example of how we've expanded our ASR services to include superior capabilities for improving customer satisfaction as well as your bottom line.

More about West Interactive: