[With examples] What is a voice recognition service for call centers? Benefits and points to note when implementing it

With the declining birthrate and aging population, labor shortages are becoming a serious problem for many companies. Labor shortages are also becoming a serious problem in call centers, and many companies are trying to improve work efficiency and productivity in order to prevent operators from leaving the company. Voice recognition services for call centers are attracting attention as a way to improve work efficiency.

In this article, we will introduce the benefits of introducing a voice recognition service for call centers, points to compare when choosing one, and examples of the effects of introduction.

What is a voice recognition service for call centers?This refers to a service that uses voice recognition to convert the contents of a conversation between an operator and a customer into text.Speech recognition is a technology that analyzes human speech and converts it into text. It may be easier to understand if you imagine the voice input function of a smartphone.

If the contents of the conversation between the operator and the customer are converted into text using a voice recognition system,Compared to voice, data is easier to accumulate and utilize.Because the contents of calls are visualized, it is easy to pick up only the necessary information, significantly reducing the time it takes for supervisors to monitor.

It has many benefits, such as improving customer service quality and improving talk scripts, and an increasing number of companies are adopting it.

Using a voice recognition service to convert telephone conversations into text data brings many benefits to call centers, including solving operational issues such as manpower shortages and improving service levels.

Here are four main benefits of introducing this service:

One of the biggest benefits is that it streamlines the main operations of a call center. For example, when checking the contents of a call,Reading text is smoother and takes less time than listening to audio data from scratch.With text, it's easy to get a general idea of ​​the flow and then narrow down or search for the points you particularly want to check.

In addition, by utilizing the text-converted call data,The time required to create response histories and reports can also be significantly reduced.

Another benefit of introducing a voice recognition service is that by converting conversations with customers into text, it becomes easier to provide more specific education and guidance, which leads to improved customer service quality.If examples of excellent customer service provided by veteran operators were compiled into text, it would become a high-quality training material.

In addition, By extracting business knowledge and tips on how to handle calls that are not included in the manual from text data, they can be shared among operators.This will enable you to provide customers with the responses and answers they want more quickly, which will lead to increased customer satisfaction.

Another benefit of introducing voice recognition services is that it can strengthen compliance.These refer to the laws, regulations, social norms, and ethics that companies must adhere to.

If employees behave in a way that violates compliance, it may offend customers. It may also damage the company's image. Therefore, it is necessary for operators to fully understand the importance of compliance.

If all call records were converted to text using a voice recognition service,If any statements are made that violate compliance, it will be easy to find them and you can take immediate action.

Call centers often suffer from a shortage of staff.The workload for operators is heavy, leading to high staff turnover.Introducing a voice recognition service can help reduce the burden on employees and increase their motivation. In addition, if the service has an emotion analysis function, it can grasp the emotions of the operators and provide the necessary support, which can help prevent them from quitting their jobs.

For example, post-call processing time such as typing up details and writing reports is reduced.By analyzing call data collected by voice recognition services and improving manuals and talk scripts, it will be easier to provide appropriate responses to customers than before.If there are more cases where customers are pleased with the provision of accurate information and service, it will lead to increased motivation for operators.

Although voice recognition services have many benefits, there are so many providers that it is not uncommon for users to wonder which one to implement.

Here we will introduce some important points and things to keep in mind when comparing various voice recognition services.

The accuracy of speech recognition is extremely important. High accuracy means that the voices of customers and operators can be accurately converted into text and appropriate actions can be taken.Choose a service with high speech recognition accuracy that can convert technical terms and abbreviations smoothly and with high accuracy.

In addition, the voice recognition engine automatically learns,Tuning functions that improve recognition accuracy are also important.Tuning services provided by the vendor require separate payment. The more a system with deep learning implemented learns, the more accurate the voice recognition can become.

Another important point is whether or not the company offers a data analysis support service. A voice recognition service is not just about converting phone conversations into text and visualizing them. The only way to make use of the service is to analyze the accumulated data and utilize it in your business.

However, in many cases, companies may not know how to analyze and utilize the vast amount of data generated by telephone response work.If there is a service that analyzes data and provides advice, you can use it effectively in your work.

The content and systems of data analysis vary depending on the service provider, so choose one that suits your company and that you think you can utilize.It is also important to choose a company with a strong track record of analysis.

Be sure to check what kind of security measures are in place. Call centers handle a significant amount of personal information about customers. If this information were to be leaked, it would not only cause inconvenience to customers, but it would also damage the company's credibility.

Therefore, it is extremely important that the services you deploy are secure.With an on-premise model, where servers and network equipment are prepared and operated by the company, there is no external contact, making it more secure.However, this requires in-house operation and management, and costs tend to be high.

There are many cloud-based services that offer comprehensive security measures.It is important to check what measures are being taken and choose one that you are comfortable with.

What kind of effects have call centers that have actually implemented voice recognition services seen? Here we will introduce two actual use cases.

Source:Case Study: AmiVoice Communication Suite

A voice recognition service for call centers is a service that converts conversations between operators and customers into text. Converting conversations into text has many benefits, including reducing the workload of managing operators, collecting and analyzing VOC (voice of the customer), and improving response quality.

Avanst Media's voice recognition solution for call centers, "AmiVoice® Communication Suite," is characterized by its highly accurate text conversion and rich functions. It continues to be chosen due to its high implementation effectiveness, and has been introduced to over 500 companies. If you are interested, please feel free to request a brochure.