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Here Is Why Speech Recognition Is the Future of Customer Service

As companies seek new ways to improve customer experience, it looks like speech recognition and customer service work great in tandem. While many voice technology solutions are still being explored, some of them have already made their way into call centers all over the world.

 

Speech Recognition: the What & the How

 

On the whole, speech recognition is the technology that allows a program to identify and “decipher” human speech.

 

The key difference from simply recording audio is that by processing your voice the computer “understands” what you’re saying. This is usually referred to as natural language processing (NLP). Complex algorithms process the audio, breaking it apart into words and phrases. They assess the context of every response and even the speaker’s emotions.

 

The data retrieved by processing speech can be used for many purposes.

 

Most commonly, speech is transcribed. Speech-to-text conversion allows for manual transcription. This is how you get voice typing (dictation), YouTube’s automatically generated subtitles, and audio translation.

 

Using voice commands to control software is the next logical step.

 

This is where customer service comes in.

 

Voicebots and You

 

Speech recognition in customer service as of 2022 works through “voicebots”.

 

Widely used by call centers, a voicebot is a piece of software that allows the customer to communicate with an interactive voice response (IVR) system.

 

You can still find older IVRs that don’t use voice recognition. Instead you are prompted to press 1, 2, or 3 to pick an option from the menu. On the other hand, the new conversational IVRs don’t require you to touch the phone at all.

 

A conversational IVR processes natural language and uses it as input. Based on whether the caller’s audio contains certain cues, the IVR can respond by providing information, asking questions, or performing actions.

 

Examples:

  • Contacting ISP to report internet connection issues. Before you get through to the human operator, IVR is going to ask you what happened. Then it’s going to suggest you first try to switch your router on and off or check the integrity of the cable.
  • Automating sales calls, phone surveys. As a business owner, you can utilize a voicebot to have it call a list of numbers and offer the product to those interested, addressing their questions and helping them complete the purchase.

As you can see, a voicebot can help your call center operators deal with the deluge of calls by filtering out simple requests that can be handled automatically. This enhances the customer experience by miles: the caller doesn’t have to form the queue waiting for an available operator to finally pick up the phone.

 

All in all, voicebots offer many perks, especially if you’re working to optimize and improve your customer service.

 

  • instant communication; voice recognition makes it easier for customer and business to connect right away, no time and effort wasted
  • reduced costs; with a good voicebot, call centers can hire fewer operators-or scale up
  • out-of-the-box, easily integrated solutions
  • automated troubleshooting; changing user info, providing information, and so on can be done without engaging company employees

As voice technology continues to improve and evolve, we can expect voicebots to grow more sophisticated. If things keep progressing at the current rate, soon voicebots are going to become indistinguishable from human custom service workers.

 

If you want to know more about voice technology, visit our homepage at senstone.io.

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Climate Change Impact: Remote Work & More

The impact of climate change is growing, covering more territories and affecting more people all over the world. Unfortunately, the workplace is no exception here. Both employers and employees are going to experience many climate-related changes in the following years.

 

Carbon Footprint: Office Edition

 

Measures have to be taken to reduce the effects of climate change, and the places where people spend their work time can be managed to help reduce carbon emissions.

 

  • Vehicles. Commuting? Good (for the environment). Driving to work? Not so much. Until all cars go fully electric, we have to make sure we drive as little as possible. While for many people a car is the only option, others should consider car sharing or public transport. Companies can invest in electric vehicles, replacing the older ones with the new, cleaner technology.
  • Environment-friendly office. A lot of good can be done if you pay attention to detail. Switching to a paper-free office will reduce the toll on forests. Recycling waste correctly helps preserve air, water, and soil. If your place has the cafeteria and it uses plastic utensils, that’s another seemingly little thing that goes a very long way.
  • Remote work. The less we commute back and forth, the smaller our carbon footprint. Working from home should be an option whenever possible to lower the impact on climate.

 

In short, sustainability culture, support policies, and climate awareness are crucial to making the workplace eco-friendly. And the more companies adopt this thoughtful approach, the better for all of humanity.

 

The Art of Adaptation

 

Sadly, we are past the point of mere prevention. The consequences of our actions are catching up to us already. Deadly heat waves in Canada, the Middle East, and India. Climate refugees and climate tourists. Floods, droughts, and storms.

 

We are going to have to adapt to the new conditions. Climate change management in the workplace is going to become vital.

 

When it comes to the impact of climate change, the most immediate threat to the workflow is heat. In many places summer temperatures can – and do – get dangerous. Air conditioning will become a must, but in some cases the work might need to slow down significantly. Again, remote work might come into play. Outdoor jobs might introduce night shifts (for example, construction workers in the Middle East sometimes work nights to avoid the sun).

 

Furthermore, we are going to see new jobs. More and more people are going to get involved trying to mitigate the impact of climate change. Technology, communication, research, management are going to need specialists equipped with the knowledge and relatively few have right now.

 

It’s hard to predict exactly how climate change is going to unfold. We might make a scientific breakthrough to help us along – or not. We might cause a global catastrophe and aggravate the situation – or not. All we can see is the general direction where things are going.

 

In any case, climate change already affects every continent and every nation. To keep the world economy afloat, we are going to have to change our ways.

 

Prevention and management of rapid global warming will help us maintain supply chains and workplace productivity. Unless we meet the challenge head on, the transition might be too rough for quite a few companies, and this is something we all should consider.

 

Senstone puts your productivity and well-being first. To learn more about our wearable voice assistant, visit the homepage and subscribe to our social media.

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Break the Dopamine Cycle With Scripter

Senstone scripter voice assistant

Scripter is a wearable voice recorder, and dopamine is a neural transmitter. The two are related in more ways than you think.

 

How to trick your brain using Scripter? And how does it work?

 

What is the dopamine cycle, and why does it need breaking? Why do so many people these days talk about it? Read on and find out.

 

Senstone Scripter

 

Dopamine is an organic chemical released by the neurons in our brain. Being a neurotransmitter, it transmits all kinds of signals. In popular culture, dopamine is sometimes known as the “pleasure hormone”, but it’s a very simplistic view.

 

It would be much more fitting to call dopamine the motivation chemical. 

 

Dopamine is released into your system when you anticipate an enjoyable event.

 

The event does not have to be anything major. Pressing a button to see a video game character shoot a blaster at aliens is just as good as witnessing your favorite team win the championship. In fact, it’s more pleasurable due to the simple reality of it being quick and easy to achieve.

 

This is where it gets dangerous.

 

The addiction nobody wants to talk about

 

Dopamine cycle is a pleasure-withdrawal loop you can develop by having too much of a good thing. Momentary pleasure increases your dopamine, which then drops, and you start craving the same activity that had caused the release of the chemical. This way, your brain encourages you to stick to the tasks you find satisfying.

And so you do it again.

And again.

One more time.

Just a bit more.

 

If this sounds like an addiction to you, then you are correct. A perfectly normal neurotransmitter can go haywire and make you associate certain things with pleasure – if you let it.

The most common “addiction” caused by the dopamine cycle?

Data.

Notifications.

Updates.

 

The intense pull to chase instant gratification brought to you by yet another view, yet another repost, yet another animation played in front of your eyes.

 

The habit is stupidly simple to reinforce, so it’s no wonder the internet is the top procrastination spot and entertainment source for most people in 2021. 

 

The good news is that experiencing the information-fueled dopamine cycle does not mean you should toss your phone out of the window and go live under a rock. The cycle can be broken, provided you create the distraction-free environment to “detox” from the stream of feel-good stimuli.

 

This is where Scripter makes its entrance.

 

A wearable recorder with no screen to speak of and a single button, Scripter can help you with the successful dopamine detox in several ways.

 

  • With Scripter, there can be no distractions. The device is physically incapable of displaying images or receiving notifications – and this is a good thing. You can hide your phone; out of sight, out of mind.
  • Stay productive while off the grid. If you find digital detox impossible due to there being just too many things you have to be working on, Scripter is your cheat code to the whole system. Now you can work without typing or even looking at the screen.
  • Long recording sessions. This feature helps you focus without jumping from memo to memo. If the focus is there, you can record a ridiculous amount of text in one sitting (source: experience).
  • Trick your brain. By making Scripter easy to use, we have also managed to make it more appealing to the dopamine-starved brain than scrolling away on your phone. We have turned the instant gratification principle on its head – and it worked!

 

As a productivity and mindfulness tool, Scripter is designed to help you reinforce only the good habits. 

  • Efficiency
  • Focus
  • Dedication
  • Flexibility
  • Creativity

 

Scripter encourages you to take notes anytime, anywhere. Create short memos and to-do lists – or record whole chapters of your newest book. Use it as a digital diary to preserve your happiest memories – or log your business meetings whenever you like.

 

If you want to learn more about Scripter, visit its page on our website. You can also go read more blogs like this one, or check out our Facebook page. If you have any further questions regarding products by Senstone, please do not hesitate to drop us a line at team@senstone.io.

Stay safe!

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Voice Input To Replace Keyboard?

Voice replace typing

The speech to text software has been changing the way we record information. Slowly, but surely, more and more people get used to the idea that the keyboard is not the be-all and end-all of typing.

 

But isn’t the whole voice input business just another a fad? And if it does stick around, should we expect the epic battle of two input methods?

  Voice Input To Replace Keyboard

Every 1 in 4 adults in the United States uses voice to communicate with the machine. Siri, Alexa, and Google Assistant have become so common, nobody bats an eye when you ask the room to pull up some music. And if we take a look at the stats, it’s green across the board, with steady growth for voice tech and consumer awareness on the rise. All in less than 20 years! Surely this means the good ol’ keyboard is about to go the way of the dodo.

  Speech To Text To Replace Keyboard

To see the truth behind things, sometimes you have to think small. One person. One friend group. One family. One business. Numbers point you in the right direction, but with little context they can be misleading.

 

Speech To Text Is the Next Big Thing

While we are starting to entrust more and more to voice tech, it seems like the average user sees a very specific set of tasks where it’s useful on the daily – and where it surpasses the keyboard.

 

  • Note-taking
  • Hands-free calls
  • Internet search
  • Small purchases (take-out, groceries, books)
  • Requesting information and media (weather forecast, music)

 

If we think even smaller, reading comments and product reviews, the reality seems to be that speech to text and keyboard complement each other – at least for now. Of course, sometimes voice gadgets get ahead of the ‘traditional’ input methods. Case in point: Scripter, a wearable developed as a more powerful version of Senstone productivity voice assistant (you might have heard about it a couple of years ago when it took Kickstarter by storm; looks like the devs are going to take the crowdfunding approach again, this time with Scripter).

 

Another point in favor of voice is that it’s bringing technology to places where it used to be impossible or dangerous, such as taking notes while driving – which has become perfectly safe, because in 2021 the driver doesn’t have to look away from the road to jot down a memo.

 

A couple of months ago, one of our friends asked the innovation-savvy crowd over at Quora,

 

“What technology will eventually replace the keyboard?

The answers we received illustrate our point pretty well. While the majority agrees voice interface will move the keyboard from its current pedestal, diversity and flexibility is in high demand. The more options for different tasks, the better.

 

“Voice recognition and dictation will primarily replace the keyboard, but editing and various shortcuts will still need a keyboard, either actual mechanical keys or software or projected and sensed, will still be needed. – Bradley Dichter

 

“It’s hopefully never going to be a total replacement – but in the kitchen you can be elbow deep in gunge and still set a timer and turn the radio volume down. – Andy White

 

“Voice isn’t out of place on mobile devices, but I don’t think we’ll see anything replacing keyboards on computers. – Stan Hanks

 

“With gadgets like personal assistants – Alexa, Siri, etc. all in the works and getting better and better every day, you would think that there would be no need for a keyboard anymore. Everything will be voice. That is good. – Julian Pereira

 

How do you see voice technology replacing the keyboard in your life? If you were given a perfect voice recognition software, would you stop using the keyboard on your phone? The questions that used to belong in science fiction are becoming relevant.

 

For more articles about voice technology, speech to text, and getting things done, visit our blog.