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Top > Knowledge Creation Laboratory by CRM(xRM) > Easy! Just speak into your PC or tablet and the words you say will be recognized and the information will be registered in Dynamics CRM.

Easy! Just speak into your PC or tablet and the words you say will be recognized and the information will be registered in Dynamics CRM.

Hello everyone.
This time, we will be introducing how to use voice recognition to enter data into Dynamics CRM, under the title "It's easy! Just speak into your computer or tablet and it will recognize the words you speak and register the information in Dynamics CRM."

Web Speech API for easy speech recognition

Voice recognition requires a tool that can recognize your own voice.
This time, we will use the "Web Speech API," which realizes speech recognition and text-to-speech based on the Google Chrome browser. The Web Speech API is excellent because it does not require installing special tools or loading extra libraries.
In addition, in order to set the recognized text into the input fields in Dynamics CRM, we will prepare some simple HTML and JavaScript to connect the Web Speech API and Dynamics CRM.

Let's prepare the demo environment!

There are two things to prepare.

  • Dynamics CRM system environment
  • voice.html (This is the HTML file to be registered as a web resource in Dynamics CRM)

Voice.html places a "Start Voice Recognition" button to explicitly start voice recognition, and when the button is pressed, the user will speak. If the keyword "order" is included in the speech, the keyword will be detected and the text information converted from voice recognition will be set in the "Description" field of the Dynamics CRM activity entity.
Now let me show you the entire sample voice.html.






Web Speech API + Dynamics CRM


Start voice recognition


function OnButtonClickStart() {

var
btn = document.getElementById('btn'),
info = document.getElementById('info'),
speech = new webkitSpeechRecognition();

// Set to Japanese
speech.lang = "ja";

// Set up recognition of multiple contexts
speech.continuous = true;

// Start speech recognition
speech.start();
info.textContent = "Please say "order"... (recognizing)";

// Retrieve the analyzed results
speech.addEventListener('result', function(event){

var text = event.results[0][0].transcript;
alert(event.results[0][0].transcript);

// Pick up on the keyword "order"
if( text.match(/order/) ) {

// Set a value for the "Description" field in Dynamics CRM.
window.parent.Xrm.Page.getAttribute("description").setValue(text);

info.textContent = "Speech recognition was successful";
}
else {
info.textContent = "Sorry. Please try clicking the button again.";
}

},false);

}




In Dynamics CRM, register the above voice.html as a web resource and display the HTML next to the "Description" field in the activity entity form.

Let's try voice recognition!

For example, in restaurants, daily reports are written after the store has finished its work, but in this case, procurement information for ingredients needed tomorrow will be entered into Dynamics CRM via voice.
Suppose you say, "Order 10 kg of rice, 5 kg of meat, 5 kg of fish, and 20 kg of vegetables."
Let's try it out... (I'm speaking to the Surface now)
The voice was recognized successfully.

Furthermore, the voice-to-text feature has been successfully configured in Dynamics CRM.

A small round of applause (#^^#)
By using voice recognition in this way, you can use Dynamics CRM without the need for complicated screen or keyboard operations.

Summary

The above mentioned a use case for purchasing activities, but Arcus Japan also offers an optional service for contact centers that converts voice conversations between customers and communicators into text in real time.
Focusing on personalization based on implicit customer experience (ICX), which understands even non-verbal communication, which is said to make up the majority of communication, we plan to soon offer a personalized CRM solution product called "EMOROCO," which is equipped with an artificial intelligence learning database that understands customer emotions and provides the best service for each individual, including voice recognition services.
The use of voice recognition is expected to accelerate due to artificial intelligence, so we will continue to keep a close eye on its various uses in the service sector and will mention good examples in this blog.

*The content of this article is for personal reference only. Please use the content of this article at your own discretion.

Person who wrote this article
Kazuya Tokumoto

After working at Kansai Electric Power System Solutions and Avanade, he moved to Artisan (Arcus Japan).
CRM implementation consultant and systems engineer. A long time ago, a respected boss of mine taught me, "Work hard with the 4Cs = a spirit of service."
Remembering those words, I now believe that change brings opportunity, and creativity brings challenges.
If each of you changes, it will surely bring about opportunities in the future and lead to further growth.
He is a Microsoft Certified Professional and Information Technology Engineer (AP, FE).

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