A voice synthesis technique known as text-to-speech (TTS) may transform written text into audible, human-sounding speech and words. It synthesizes speech rather than replaying pre-recorded messages. This can be challenging in the English language due to the fact that numerous words are spelled identically but have distinct sounds and definitions.
Application of TTS in Contact Centers
Text-to-speech technology functions exceptionally well in conjunction with contact centers worldwide. It has a number of amazing applications in contact centers, and its innovative use is expected to expand.
IVR Systems
Interactive voice response (IVR) systems can utilize TTS to convey information to clients, including account balances and the amount due from their most recent bill. TTS can be implemented by IVR systems to require respondents to verify the information they have input into the IVR.
Satisfaction Surveys via TTS
TTS may also be implemented to execute satisfaction surveys subsequent to telephone calls. Organizations need only input the inquiries they wish to pose, and the system will generate the speech for them. Additionally, this provides businesses with the ability to modify their survey requests.
Innovation in TTS through Deep Neural Networks
The discipline of text-to-speech (TTS) has also been substantially transformed by deep neural networks (DNNs), which have improved the understanding and genuineness of synthetic speech.
Human-Like Speech Recognition
Neural text-to-speech (TTS) systems are able to pick up complex patterns in human speech, such as rhythm, various languages, intonation, and stress. This enables contact centers to generate speech that closely resembles human-like sentiments and feelings thereby enhancing the effectiveness and engagement of interactions with automated systems.
What advantages does text-to-speech offer in a call center?
To improve the customer service experience, TTS enables the personalization of both incoming and outgoing messages. Call center systems can provide customers with a more personalized and engaging experience by using dynamic TTS and customer data to recall details such as names, account details, or tailored greetings during calls. Furthermore, this technology is capable of managing repetitive duties, such as responding to frequently requested inquiries or providing essential account information. This significantly diminishes the necessity for a live agent and facilitates the efficient access of information for consumers.
Cost Saving
To save cost, call centers can automate regular tasks like welcoming, reading out account amounts, and giving prepared information. This frees up agents to answer more specific customer requests. Additionally, TTS enables contact centers to manage a significantly higher volume of calls without the necessity of employing seasonal or temporary call center agents. This capability can manage a substantial load, reducing personnel expenses and streamlining workflows and allocation of resources as the need for quality customer service increases.
Multilingual Support
Most TTS solutions offer numerous languages, so contact centers can accommodate consumers who speak different languages. TTS technology enables call centers to provide guidance and data in the customer’s chosen language, thereby improving the customer experience and increasing the inclusiveness of support.
Time-saving
TTS technology supplies consumers with information in a timely and consistent manner. It enables customers to get notifications, guidelines, and updates promptly, thereby reducing wait times and enhancing service efficiency. Interactive voice response (IVR) systems can also be incorporated with TTS to automate call processing and forwarding. It enables consumers to utilize speech commands to navigate menus and self-service options, thereby expediting the resolution of issues on calls.
Better Quality Control
The most underappreciated advantage of TTS is the ability for all customers to gain from the same data, which greatly improves quality control and consistency. Speech analytics enables call centers to regulate and enhance the information they provide to respondents, thereby guaranteeing that it is accurate and in accordance with the organization’s policies and guidelines. It is possible to fine-tune TTS systems so that they consistently provide high-quality voice output that follows the ideal speech pattern and pronunciation, ensuring happy customers.
