Real-time speech technology: Elevating communication with high-value use cases

From revolutionizing contact centers to reshaping media intelligence, Speechmatics' cutting-edge real-time functionality offers instant transcriptions in multiple languages without compromising accuracy.

This is a game-changer for product leaders looking to add innovative new functionality to their products, with dozens of potential use cases.  

Below is a selection of these...

Contact center - much more than simply compliance

Many contact centers (and CCaaS providers who build software for them) will have implemented Automatic Speech Recognition (ASR) software for compliance reasons ("your calls may be recorded for quality and training purposes").

With real-time speech technology, voice can become a powerful new resource to be unlocked and be the driver of new features and ways to make agents fantastic at their job, and drastically improve customer experience.

Off to a great start with IVR

Even before a call gets through to an agent, accurate speech recognition can ensure that customers are understood and sent to the right place.

AI-powered Interactive Voice Response (IVR) systems can understand and respond to customer inquiries more accurately, improving the efficiency of call routing and self-service options.

Awesome agent assistance

ASR can identify specific keywords or triggers during conversations, alerting agents to important topics that require immediate attention. It can pull through knowledge base articles for detailed technical questions, pricing tables, or even competitor comparisons.

It can provide agents with instant feedback on their speaking pace, tone, and language, helping them adjust their approach to better serve customers. This technology provides agents with real-time prompts and suggestions during customer interactions, ensuring they adhere to company scripts and compliance guidelines.

Speechmatics can transcribe customer calls in real-time, providing agents with a text-based representation of the conversation. This helps agents quickly refer to important information and ensure accuracy when documenting customer interactions. With Summaries (in real-time!), give agents both the full transcript and also highlights of the most salient points in conversation.

Supervisor superpowers

For supervisors charged with looking after agents, it is impossible to listen to every concurrent call, all the time. But with real-time transcription, they can get pretty close.

Real-time speech technology can analyze the tone and sentiment of customer conversations in real-time. If a customer remains frustrated and angry, this can be flagged to a supervisor. This can enable timely intervention and resolution.

Let customers talk in their own language

For multilingual call centers, ASR can instantly translate customer inquiries or responses into the preferred language of the agent, facilitating smoother communication and support for a wider customer base.

What do these add up to? Superpowered agents, fantastic management and oversight, and most importantly, great customer experiences.