How it works
ASR turns speech into words; recognising a phrase correctly is different from understanding the speaker’s intent. Voice-based workflows help route service requests without requiring a person at every step. Their usefulness depends on clear prompts and a reliable route to human support.
Business example
A caller speaks the service name and a voice system identifies the requested menu destination.
What to consider
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.