Understanding Speech Recognition Limitations

“I said mountain biking trails, not mountain biker’s entrails!”

We’ve all experienced poor speech recognition when calling businesses. Probably more than once. Having deployed speech solutions at my last company, and now as a contact center consultant, I believe Automatic Speech Recognition (ASR) gets a bad rap. Sure, many ASR challenges are addressable, but there a few inherent challenges that are important to understand in order to set realistic performance expectations. The following are two that are often misunderstood.

Limitation #1: Recognition in a speech application is supported by a grammar file for each collection. While there are a number of other settings related to timing and confidence level, a grammar file is what the speech engine compares to the caller’s utterance in order to determine a match. Typically, problems arise not when the speech recognition engine doesn’t recognize what the caller says, but rather when the caller says something that the grammar file did not contain or could not match to an entry in the file. The system is doing its best to confirm what the caller has spoken based on what the system knows.

Limitation #2: Unlike humans, ASR software always listens. Utterances callers likely don’t intend the system to recognize are often included in what the system hears. An example might be a chuckle or clearing of the throat. Busy callers carrying on multiple conversations while interacting with a speech application often don’t realize that the system is listening to both conversations. Poor caller behavior is very difficult to overcome.

Demystifying ASR limitations helps companies focus on the things they can change to improve performance, while avoiding wasted resources. I invite you to comment below and/or share the limitations you’ve experienced when deploying speech recognition.

Chip

Chip Funk

Chip Funk

I joined the Interactive Intelligence team in 2012 and couldn't think of a place I would rather work, short of perhaps a professional baseball team. Baseball is my passion, but I have learned to love what I do over the course of my career. I have enjoyed more than 25 years of experience in the contact center either leading the operation, building the contact center services teams that support the operation, or filling the all-too-present gap between Information Technology and contact center leadership. As a Manager in our Contact Center Consulting organization, my team is responsible for the consulting needs of our customers in the Eastern and Southeastern regions. We work with organizations to define contact center strategy, improve the quality of their customer experience, redesign or introduce processes necessary to drive contact center execution and most importantly, leverage their investment in Interactive Intelligence products. I believe a key to the success I have experienced in my career is my fascination with people watching and developing the ability to apply the appropriate leadership style. As a result, my guilty pleasure is reality TV. Fortunately, my wife Maureen is a people watcher as well.