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RESEARCH
ANALYSIS
TRENDS

Speech recognition with artificial

intelligence

Due to voice assistants that are used in customer The more popular chatbots become, the more it is
service, such as Siri or Alexa and “talking robots”, the necessary that they can respond to different requests in
topic of speech recognition is currently highly topical. such a way that the customer does not have to
Voice assistants learn to decipher the core of a constantly rethink it until he has found the right
customer’s message, so that the customer does not command. For customer service, however, the chatbot
have to learn which commands to use to get to the is just one of many AI applications that can be used to
goal, which sounds easier than it is, considering that optimize the customer experience – and by no means it
dialects, synonyms or paraphrases have to be learned is a substitute for live chat. Rather, it can be a first point
by the bot first. of contact for customers outside of working hours or to
solve simple inquiries without the need for a service
Incidentally, speech recognition does not only apply to employee. This relieves both customers and
spoken, but written language, too. In fact, the chatbot is employees by avoiding putting someone on hold. Not to
currently the best-known form of artificial intelligence mention that especially in the form of apps and
(AI) in customer service, since the text-based dialog personalized customer accounts, self-service can have
system can handle simple inquiries and tasks and has significant advantages for customers when it comes to
the advantage that it is available 24/7. repetitive, simple processes. Besides, based on data

November 2020: Voice Commerce: voice search & digital voice assistants as storyteller 4