Speech recognition technology has improved significantly in the past few years and there has been a lot of talk about its applications in contact centers. However, where the technology still fails is in recognizing those with even the slightest of accents. The convergence of a global marketplace and home markets populated with an increasing number of affluent and educated immigrants creates both an opportunity and a potential challenge for businesses, according to an article on NoJitter.
Government agencies, hostpitals, and emergency services are some of the top industries turning to real-time over-the-phone interpretation services provided by companies such as Language Line Services. The company, which provides interpretation services in over 170 languages, believes there is a broader opportunity in all verticals to market to an audence they may not have been adequately serving in the past.