Speech recognition software has been around for many years but only in the last decade have commercial-strength applications been developed. Nowadays there are many applications in the customer service world which can be classified as:

Applications such as biometric security, natural language IVR, situation intervention and guided scripting that are used ‘in call’.

Speech analytics applications that apply the technology to analyse data ‘post call’ for quality assurance and compliance or process improvement.

David Naylor tells us the hows and whys of speech analytics.


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