Speech recognition applications identify words and phrases in spoken language and convert them to a machine-readable format. Speech recognition has gained prominence and wider use with rapid improvements in Machine Learning and the development of intelligent assistants, such as Amazon's Alexa, Apple's Siri, and Microsoft's Cortana. Voice recognition systems enable consumers to interact with technology simply by speaking to it, enabling hands-free requests, reminders, and other simple tasks. Some speech recognition systems require "training" where an individual speaker reads text or isolated vocabulary into the system. The system analyzes the person's specific vocal patterns and uses it to fine-tune the recognition of that person's speech, resulting in increased accuracy. In business contexts, applications can also be trained with vocabulary and phrases that are unique to the company. This is useful in situations where acronyms or specialized language are commonly used.
For ARI, customer service is key. Seven global customer contact centers handle about 4 million calls annually, and this sea of daily information needs to be analyzed, which took up to two days manually, so negatively affecting service levels. With the amount of data ARI collects doubling every 14 months, their in-house ETL data warehouse limited their ability to fully help customers reduce fleet costs and gain operational efficiencies.