NuSuara ASR 6

NuSuara Automatic Speech Recognizer (ASR) Version 6 is a http-based speech recognition engine that recognizes and converts spoken speech into text. This technology enables a natural speech interface that has wide ranging application such as call centers for customer self-service, telco consumer service such as ringtone ordering and song dedication, office automation such as automatic attendant appliance, and myriads of other applications.

In a call center environment, the use of ASR technologies in automating customer service tasks have proven to deliver significant cost savings, productivity improvement, and at the same time, provide better and timely service that helps retain customers.

Productivity Gain

NuSuara ASR is able to automate major portion of current call center services, and alleviate pressure to hire new agents, new supervisors and new trainers. With the machine picking up and serving most of the calls, current workforce would be able to handle more calls, resulting in significant productivity gain.

Cost Reduction

Automation will also result in less abandoned calls, which were caused by long hold time and touch-tone menu selection system. If the call is successfully handled, there is no return call. This directly reduces the number of calls and call charges to the call center. Automation will also reduce agent talk time as the machine obtains enough information from callers before passing the call to agents. Hiring and training costs are also reduced due to productivity gains of current agents and lower attritions rates.

Cost Avoidance

Hiring and installing new agents have the accompanying cost of hardware and software, and space. Automation eliminates need to purchase new hardware and software to support additional agents. When a call center maxed out, the cost of building a new call center can also be avoided.

Reduce Agent Attrition Rates

Call centers face high agent attrition rates. One of the main reasons of this is that the work of typical live agents is mundane and dissatisfying in nature. With NuSuara ASR, a lot of the mundane work could be automated. This leaves the agents with more time to handle high value added products resulting in higher job satisfaction. Usually this change alone reduces the agent attrition rate significantly.

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