Speech recognition is not new. It’s not a fad. It’s a more modern way to solve a problem and it greatly improves the customer experience.
Old-fashioned IVRs are a major pain point for callers. Customers and healthcare consumers / patients don’t want to “listen closely because options have changed.” They don’t want to press numbers on a dial-pad…especially when their needs don’t match up with the options provided. This is a universally frustrating experience! But it’s not a necessary one. Modern technology is available to remove that friction from caller experience.
Callers should be able to speak naturally and connect directly when they call on the phone. No long hold times, no confusing menus, no numbers to press! We don’t use pay phones anymore! We don’t use paper maps while driving! We don’t use a dial up modem… New technologies unlock problem-solving capabilities. People and businesses adopt these innovations alongside social trends. While not every person or organization is comfortable being an “early adopter” of new tech, at a certain point the tide shifts and it becomes silly to stick with the old when there’s a better way.
Speech recognition and natural language understanding is fundamentally changing the way most of us carry out many of our everyday functions. Voice-first technology allows us to do what we need to do without friction. We speak into our smartphones. We ask Alexa to play music or tell us the weather… We use smart speakers to turn on lights and adjust thermostats… Speech-enabled interactions are just more convenient and more accessible to users of all kinds. After all, talking is the most natural user interface.
Parlance is a Software as a Service company leveraging speech recognition technology to improve the caller experience for hundreds of leading organizations nationwide. Health systems, higher education institutions, and enterprises rely on Parlance every day to modernize call handling, ease caller effort and reduce operational costs. People with routine requests can get to the person, department, or resource they need without waiting on hold or using a confusing IVR menu. People who need complex support can get it quickly, because live operators are no longer acting like human transfer switches and they’re more available to help callers who need it.
Health systems specifically subscribe to Parlance to enable their patients to speak naturally and connect directly when they call on the phone. Parlance delivers speech recognition as a managed service. That means we blend intelligent speech technologies, including Automatic Speech Recognition and Natural Language Understanding to transform old fashioned IVRs and automated attendants. Speech-enabled call routing is easy-to-use and saves time and frustration for callers (and operators too). At Parlance, we learn about our customer’s needs, then design and produce automated yet natural interactions, all recorded with a live person’s voice. Once your application is built and live, we manage the solution through continuous updates, directory import automation, manual intervention, and daily 24/7 monitoring. The Parlance application becomes a part of our customer’s infrastructure and changes, grows, and benefits the environment for which it was created.
Since 1996 Parlance has been transforming the caller experience. We provide not only industry-leading technology, but a team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI. No complicated fees, no extra charges, and no long contracts required. At Parlance you don’t buy software, you subscribe to results. The power of voice. The future is now.
