Microsoft introduces Constrained Speech Recognition in Dynamics 365 Contact Center, a new capability designed to improve the accuracy of customer voice interactions. This enhancement aims to help organizations better understand and respond to customer needs.

Here’s what you need to know:

What are Grammars?
Structured rules that define exactly what the system should recognize—perfect for regulated workflows and precise voice inputs.
How Does It Work?
Uses the industry-standard Speech Recognition Grammar Specification (SRGS) format, supporting logic for validation, positional constraints, and even checksum verification.
Ideal Use Cases
Perfect for alphanumeric inputs like confirmation codes, member IDs, VINs, tracking numbers, or short lists such as department names and product SKUs.
Key Benefits
Delivers high containment so only expected inputs are recognized, with greater accuracy in noisy environments and fewer errors than traditional speech recognition.