In the last 25 years, the world of communication has undergone a massive transformation, with voice technology playing a pivotal role in shaping the way we interact with machines. The integration of speech recognition and AI voicebot-powered phone calls has been a key player in this transformation, allowing us to interact with machines in ways that were previously unimaginable. In this article, we will take a look at the evolution of speech recognition technology and how it has revolutionised the way we manage inbound and outbound calls.
Speech recognition has been around for more than half a century, but it was only in the last 25 years that it started gaining mainstream attention. In the early days, speech recognition was limited to simple commands and dictated text. However, with the advent of more powerful computing technology and the development of more advanced algorithms, speech recognition has now become a part of our daily lives.
In the 1990s, the first speech recognition systems were designed for telephone-based applications, such as automated customer service systems. These systems were designed to recognise simple voice commands, such as “yes,” “no,” and “cancel.” They were not very accurate and often required the user to speak in a very specific way to be recognised.
However, with the introduction of neural networks and deep learning algorithms, speech recognition has advanced significantly. Today’s speech recognition systems can recognize natural language, dialects, and even accents, making them more accessible and user-friendly than ever before.
One of the most significant applications of speech recognition technology has been in the area of inbound and outbound calls. AI voicebots, powered by speech recognition technology, are now being used to manage these types of calls, and they have become an integral part of modern customer service.
Inbound calls are now being managed by intelligent voicebots that can recognize a caller’s voice and provide them with information or direct them to the appropriate department. These systems use natural language processing to understand the intent of the caller and provide them with the best possible solution.
We are already developing solutions with much more general knowledge about a business
Outbound calls are also being managed by AI voicebots, which can make calls on behalf of the company, delivering personalised messages to customers. These systems can analyse data and provide insights to agents, helping them to make better decisions and provide better customer service or deliver full self-service journeys.
Speech recognition technology and AI voicebots are already playing a significant role in the world of communication and can perform complex tasks, such as booking appointments, data capture and process delivery, even completing full transactions or voice print security checking.
However, as technology continues to evolve, we can expect to see even more exciting developments in the future and see this technology being common place as the first touchpoint for most journeys into a business.
We can see pretty much all the business interactions that are process based delivered by voicebots or chatbots via numerous channels.
Also in the wings we have the step change that ChatGPT has opened up to the world and working with GTP-3 (soon to be 4) we are already developing solutions with much more general knowledge about a business.
So be prepared to talk to more voicebots as they are here and only getting smarter.
We have our podcast about a variety of subjects including chatbots, voicebots as well as customer service or self service automation, we discuss how these impact business and some specific challenges or sector stories to help anyone looking to engage with this technology.