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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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New Trend: Voice Recognition in Education

Using voice recognition in education, especially advanced learning, is a relatively recent development. Voice technology has progressed incredibly fast during the last few years, and what used to be cutting-edge experimental software is now commonplace.

 

Pretty much everyone these days uses a smartphone capable of speech processing. You can not only look up things on the internet using voice input but also communicate with the AI such as Google Assistant.

 

With voice recognition algorithms getting better and more libraries appearing on the market, educational apps are starting to dip their toes into the sea of opportunities that is voice tech.

 

Make Education More Accessible

 

Voice recognition in education gets a lot of attention lately, and for a good reason. For some people, it can be a neat way to take notes. For others, it opens the classroom door.

 

People with certain disabilities (dyslexia in one example) often find it difficult to take notes or do homework, because it involves typing and/or writing. This is where speech-to-text enters the stage. Transcription makes previously difficult tasks come naturally and boosts academic performance.

 

A beneficial side effect is that seeing the words appear on the screen during dictation can help students with reading and writing deficits to better grasp the relationship between letter and sound.

 

As for the students with conditions that affect mobility, voice recognition can be the only means of writing/typing available to them.

 

For deaf students, voice recognition is used to visualise speech using speech-to-text conversion. Again, this can be their only option.

 

Always Learning

 

Education welcomes individual approach, and voice recognition makes it easy in many areas.

 

So far the most popular application of speech processing is foreign language learning, especially learning pronunciation.

 

The student is prompted to repeat after a recording. If the pronunciation doesn’t match, the computer gives feedback and prompts the student again. Basically, this is the (dramatically) improved language lab – the lab that can fit in your pocket.

 

Apps like Rosetta Stone, ELSA Speak, and many others are very good at teaching pronunciation by using speech recognition to identify mistakes. This opens horizons to the people who cannot afford language courses, feel like they need more than lessons can offer – or prefer their learning bite-sized.

 

Implementing Voice Recognition in Education

 

With voice technology showing good results in a classroom setting, implementation is the next logical step.

 

Luckily, voice processing doesn’t require specialised equipment. A regular computer is all you need. Software, on the other hand, needs to be installed, and most of it is heavily licensed.

 

At this stage, awareness is the real challenge. Free licences for schools and universities, special learning programs, and voice technology options for disabled students would become far more accessible if teachers and learners knew about and asked for them.

 

Raising awareness about voice technology in education is an important task. As a company developing speech-to-text note-taking solutions, we hope more people experience the advantages voice technology can offer. To learn more about us, visit the Senstone homepage.

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Why Note-Taking Apps Are a Big Deal

Few people realise their favourite note-taking app is constantly vying for their attention. In the world where everyone takes digital notes, becoming and staying the preferred app for daily notes capture is very profitable. You become the second brain for millions of users.

 

The Invisible Competition

 

Developing a note-taking app is an underappreciated art form. You have to keep the app familiar and simple – and also make it unique in a way that is useful. It’s quite a challenge.

 

Still, a lot of techie are up for the task. In fact, you probably underestimate just how many! More than a hundred note apps are available just for Android.

 

Although most developers start making their own note-taking app to scratch an itch (write the book you want to read), profit is an obvious consideration. This creates competition, especially when it comes to stand-alone apps; although pre-installed apps can compete and subsequently fall from grace too.

 

Note-taking apps compete in the following aspects:

  • input speed
  • user-friendly interface
  • privacy
  • specialised features
  • pricing

These categories can overlap, but in general they are a decent representation of how customers make their choice. If an app is considered the best at multiple categories, more people will click ‘Install’. The more downloads you have, the larger amount of people will stay loyal to your product – provided their expectations are fulfilled.

 

The stakes are high, because most people use one note-taking app for everything.

 

An Unexpected Way to Make the World a Better Place

 

If you venture out into the wild and ask the public which note-taking app they prefer, the answers are going to vary. But if you look closely, you might notice a pattern.

 

The best apps are made by the developers who listen to feedback. Their apps cater to the target audience by staying on top of things in the chosen category. Fast apps optimise in favour of speed. Cross-platform apps add support for new platforms. Privacy-focused apps work to stay secure. And so on, and so forth.

 

Sensitivity to feedback benefits both user and product. This is how we get innovative solutions like Senstone Scripter.

 

And while profit makes note-taking apps a big deal to their creators (Evernote’s revenue reached $109.8M in 2021), there is another important aspect to developing such software.

 

Note-taking apps have a huge impact on productivity. They store large amounts of personal data. Billions of people rely on them for work and leisure. Specific features, like speech-to-text or synchronisation could make or break your day.

 

They could make or break the day for a company.

 

This is why users are so cautious about their choices. Handing everything from grocery lists to business strategies to a third-party app is an act of trust.



This article was brought to you by Senstone.

 

Hoping to help busy people around the globe take better notes, Senstone developed a wearable voice recorder capable of instant speech-to-text conversion. 99% transcription accuracy helps professionals streamline their work, and artificial intelligence takes care of spell-checking and organising notes. Senstone Scripter: your productivity is our mission.

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7 Tips for Work From Home Productivity

Maintaining productivity while working from home can be a challenge for many. This is especially true if you’re not used to remote work and don’t have the experience of tackling some specific WFH issues like the lack of set-in-stone schedule or social media distractions.

 

In this article we aim to give you a crash course on how to best handle working from home.

 

The pro tips below are going to focus on your efficiency and getting things done without burning out.

 

  1. Schedule your work sessions.

 

The thing with remote work is that it’s nothing but deadlines. You decide how to pace yourself. There are no car/bus rides to work, but there is also no one to tell you it’s time to go home. While that may seem like a breath of fresh air at first, a tight schedule is a good thing.

 

Why?

 

To put it simply: if you set up a schedule, you work faster. If you don’t have a schedule while working from home, you’re likely to spread the workload on your day in a thin layer, kind of like butter on bread.

 

This leaves you with less free time and fewer results.

 

  1. Get distracted on your own terms.

 

When you work from home, there is no one to scold you for watching cat videos instead of finally rendering that 3D model. On the other hand, there are plenty of people who peek over your digital fence just to say hi, share a memo, or engage in small talk.

 

Make sure you disable the unimportant notifications. Let your significant others know when you’re working. Don’t let social media interrupt your work flow.

 

  1. Know when to stop.

 

You don’t stay at the office until midnight every week just because you feel like it. There are laws that prohibit employers from exhausting their employees like that.

 

And yet we all tend to break the rule by staying up late to work some more.

 

This way you disrupt your sleeping schedule and cause other unpleasant surprises for your body.

 

Here we go back to the first tip: your schedule is going to prevent you from overworking.

 

  1. “If you want to be smart – run.”

 

Physical activity benefits your body and mind. Finishing tasks faster, coming up with creative ideas, and feeling better in general will make you more productive working remotely.

 

Our advice: exercise. Take walks. Do fitness. Dance. Hike. Anything but sitting still all day killing your spine and blood vessels.

 

  1. High quality rest only.

 

Working from home while rested is much more fulfilling than working on your last legs. Strangely, even the scheduled and regular rest can leave you feeling tired – mentally, physically, or both.

 

In most cases this means you don’t relax during your free time.

 

Don’t think about work. Don’t look at work. Don’t call renovating your apartment, taking children to the doctor, scrolling social media, or buying groceries “rest”. We’ve all been there. It’s not worth the fallout.

 

  1. Communicate with colleagues.

 

Remote work is a lonely business only if you let it become one. Communicating with others helps you exchange experiences and (frankly) stay sane.

 

It doesn’t matter if you work for a large company or freelancing, you can always find someone to talk to about your job.

 

Attend the team building Zoom calls with your colleagues. Find the internet spaces catering to your occupation. Ask for and provide advice. Stay in the flow.

 

  1. Set up your personal work space.

 

Multiple studies have proven we need personal space to stay productive, at home or at work. This is a chief reason why open-plan offices failed.

 

But your personal space for remote work has the additional requirement of it being a work space. Make sure the environment helps you accomplish work tasks comfortably and on time.

 

The common mistake here is mixing work and entertainment, especially getting distracted by the features of your own laptop or PC. In many cases, using a different browser and using tools to showcase time spent on entertainment websites can help you keep the strong urge to watch cat videos in check.

 

Love What You Do

 

The main ingredient to productivity is passion. If the job makes you experience joy and fulfilment, you will always strive for productivity, whether you work from home or at the office.



Senstone Inc. is here to help you capture ideas and boost your workflow. Visit our homepage to learn more.

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Tiny, Wireless and Screen Free Recorder.

Senstone scripter voice assistant

Desperation when its a big moment in a big meeting and you forget all your best idea? With Scripter you can attend meetings without a briefcase, laptop and a pen with paper. The new enhace Scripter mic captures what you want to record!