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Speech Recognition

Speech recognition technology is a feature of our Agent Assist and IVR Payments solutions, allowing customers to speak their details in a secure way as an alternative to using their telephone keypad.
Man speaking card details into mobile phone

Speech recognition technology has been around for a long time.

Also known as Automatic Speech Recognition (ASR), it is an advanced function that enables a program to convert human speech into text. It is one of the most complex areas of computer science involving linguistics and a lot of mathematics.

With the advance of machine learning and artificial intelligence speech recognition software has progressed to being able to detect the prominent speaker in a noisy environment intelligibly deciphering language, accent and regional dialect.

There are many different technologies involved in deciphering speech and each manufacturers solution will utilise its own unique blend of components tuned to the requirements of the service to be delivered. The introduction of speech recognition technology to our solutions means that businesses taking Cardholder Not Present (CNP) payments can offer their customers an additional, secure option when paying for products and services.

PCI Pal Agent Assist can be speech enabled. Using a familiar interface, and without ever being exposed to card data – your agents have real-time flexibility to tailor your customer’s payment journey according to their individual accessibility needs and convenience.

PCI Pal IVR can also be configured to accept card data by speech as well as by keypad entry, providing ultimate accessibility and convenience without agent involvement.

Traditionally, consumers unable or unwilling to use their telephone keypad to make payments have posed a problem.  Speech recognition systems solve this by ‘listening’ to the spoken card details and removes the caller’s speech so that call recording can continue. All safe and secure and, of course, PCI compliant.

 

Benefits of Speech Recognition technology:

  1. Easy to use – improves accessibility.
  2. Enables hands-free payments and interaction.
  3. Improves customer experience by encouraging natural conversation.

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