Improve CX by gPlex Phonetic Recognition!
Phonetic Recognition (PR) is the underlying technology of speech recognition. It analyzes the pre-recorded conversation of customers with agent and recognizes the main issue. It can scan the voice to identify predefined dictionary word/intend used by Cx and can categorized the call based on keyword match.
PR works on the recorded voice conversation of customer. After analysis, each call is tagged with pre-defined key words further action can be taken based on call tags. Contact centers in the financial industry need to respond quickly, especially for sensitive matters like fraud or false identity. And with cybercrimes on the rise, financial services are found turning toward speech recognition to better combat such issues. Speech recognition has proven to be an effective tool in securing financial customer data.
Benefits of Phonetic Recognition
In contact centers, PR captures all the voice data captured in voice recordings which helps human agents to enhance their customer experience. The accessibility to customer interaction history substantially accelerates the improvement of resolution time for the contact centers. PR also used in offering services in contact centers. Customer care service can use Interactive Voice Technology (IVR) to understand their customers better regardless of their accents, background noise, or grammar and respond to them more intently and provide extensive professional help by connecting them to experts. It is used for multiple call handling.
- Select problematic conversations.
- Improve Agent performance.
- Helps understanding customer behavior trend.
- Improve CX.