Author: Kai Loreck

We understand speech input better if we have some background on the topic of conversation. Consider a customer service agent at an auto parts wholesaler helping with orders. If the agent knows that the customer is looking for tires, they’re more likely to recognize responses (for example, “Michelin”) on the phone. Agents often pick up […]

In our daily conversations, we come across new words or terms that we may not know. Perhaps these are related to a new domain that we’re just getting familiar with, and we pick these up as we understand more about the domain. For example, home loan terminology (“curtailment”), shortened words, (“refi”, “comps”), and acronyms (“HELOC”) […]

Customer service calls require customer agents to have the customer’s account information to process the caller’s request. For example, to provide a status on an insurance claim, the support agent needs policy holder information such as the policy ID and claim number. Such information is often collected in the interactive voice response (IVR) flow at […]