Nuance’s SmartListener™ technology helps call centers obtain more out of their investment in legacy and new speech solutions by addressing the single biggest hurdle to flawless speech recognition: out-of-grammar inputs.
Callers don’t always provide answers to speech solutions that the system has been designed to understand. Most people have used a speech system that offers the caller choices, such as "please say yes or no” or “you can say statements, technical support, or billing.” Nuance data indicates that many times callers provide answers that sound reasonable, such as “I’d like billing please,” but that are not in the precisely modeled list of acceptable responses known as the grammar. These out-of-grammar responses are therefore not accurately recognized, causing issues such as:
- The system asks the caller to retry answering the same question
- The system unnecessarily transfers the caller
- The caller repeats what sounds like reasonable responses but is not being understood
Improving understanding of intent, improves business as well as quality of care experience as:
- fewer consumers will zero out
- fewer automated transfers to agents will happen
- the duration of automated calls is shorter
- caller is more satisfied
By analyzing the Nuance Deployment Databank — the world’s richest source of contact center interaction data — Nuance discovered that these out-of-grammar utterances are the primary cause of callers failing to stay in an automated customer service solution they have started using. In fact, out-of-grammar utterances outnumber other performance issues by a factor of up to 5:1. Such issues lead to customer frustration and business inefficiencies and impact caller experience.
SmartListener Technology (495 KB)