SpeechCycle’s On-Demand Service Processes Billionth Speech Recognition

SpeechCycle has officially processed its one-billionth speech recognition interaction through its hosted RPA OnDemand platform.

SpeechCycle has reached this milestone due to the rapid customer adoption of its rich phone applications (RPAs) that resolve customer inquiries without needing to speak to a live agent.

The company says rich phone applications are the next generation of speech-enabled customer interaction solutions for the phone that help streamline enterprise contact center operations by driving phone self-service while maintaining an exceptional customer experience. RPAs combine high-definition natural language understanding with deep integration with customer back-end systems to achieve up to three times the automation rates of traditional phone-based interactive voice response (IVR) systems, it says.

As part of the RPA OnDemand service, SpeechCycle has developed automated tools and processes to analyze millions of customer interactions and leverage the resulting data and metrics to systematically improve the customer experience and application performance.

“In an industry dominated by antiquated IVR systems, it is a true milestone for SpeechCycle to announce our billionth speech recognition event,” said Roberto Pieraccini, chief technology officer at SpeechCycle. “Rich phone applications are the future for speech technology, and this achievement showcases the significant adoption we’re seeing throughout the industry. We are proud of this accomplishment and look forward to continued growth and success.”