6. Voice-activated commands that save call center costs

Learn the response to the sixth question in SearchCRM.com's quiz on customers and call centers. Read the answer and more detailed information on customer and call center terms.


6. Voice-activated commands that save call center costs

This is the ability of a machine or program to recognize and carry out voice commands or take dictation from customers, often resulting in call center cost savings.

a. brain-machine interface
b. collaborative robot
c. smart matter
d. speech recognition

ANSWER: D

Speech or voice recognition is the ability of a machine or program to recognize and carry out voice commands or take dictation. In general, speech recognition involves the ability to match a voice pattern against a provided or acquired vocabulary. Usually, a limited vocabulary is provided with a product and the user can record additional words. More sophisticated software has the ability to accept natural speech (meaning speech as we usually speak it rather than carefully spoken speech).

Dragon Systems and IBM are two companies that have led in the research and development of products that support speech recognition.

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This was first published in August 2006

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