Features

Real-time Speech-to-Text – Real-time transcription of call center agents’ and customer’s call data into text data to help agents respond quickly to customer requests and provide professional speech suggestions in order to to improve service quality.

Offline Speech-to-Text – The audio data recorded in the call center is converted into text data, which provides the basis for intelligent quality inspection, agent rating and other information processing and data mining.

Text Sentiment —Emotion recognition based on spoken text data, real-time determination of user’s mood swings, and assistant seats adopting optimal coping strategies.

Keyword Analysis – Various types of analysis can be performed on call recordings through pre-defined keyword strategies, such as real-time monitoring of sensitive high-risk words, offline full quality inspection, etc.

Machine Translation – Real-time display of call translations for call center agents to help agents accurately pinpoint customer needs, thereby increasing customer satisfaction, reducing professional seat training costs, and supporting multiple languages ​​such as Chinese-English, Chinese-Japanese, and Chinese-Korean translations.

Sentiment Analysis – Seizes the mood of the agents over time, analyzes the mood changes of the agents and customers, and analyzes how customers are emotionally agitated.

Voiceprint Verification – By comparing the speaker’s voice with the voiceprints registered in the database, the speaker is verified whether he is himself or not, helping the agent to verify the identity of the customer. Customers can identify themselves by voice anywhere, at any location.

Identity Matching —Based on the voiceprint model, users’ identities are determined by comparing user voice in the recording and voiceprint database, to provide different speech suggestions for agents.

Quick Pinpoint – Quickly locates and marks problem nodes based on the text-to-speech technology.

Accurate Quality Inspection – Full quality inspection, improving coverage and hit rate.

Data Mining – Statistical analysis of the effects of different words; analysis of hot spots of customer calls; semantic analysis and context analysis; statistical analysis of contents easily leads to customer dissatisfaction to grasp the market trends.

Image Recognition – Recognizes the call center agents’ screen recording data, generating corresponding text data, providing the basis for textual customer service intelligence, hot word analysis and other data mining and information processing.

 

Scheme Composition

Provides effctive artificial intelligence solutions acording to the different needs of customers, customized according to the scene needs to provide a one-stop integration process, helps partners to achieve professional development in their respective profissional fields.

These include data capture (acquiring various data streams from different clients or end devices, including but not limited to audio and video streams), recording systems, forwarding systems, intelligent engine systems, and remote management query systems.

 

Solution Flow

Capture raw data from clients or mobiles, including but not limited to audio and video data streams, image data streams, etc. After the acquired raw data is sent to the recording system, the recording data is transmitted to different artificial intelligence engines by the forwarding system. The engine finishes processing the recorded data and writes the result to the data management system. The usera can operate the analysis results in a remote management query system.

 

Product Advantages

 

Excellent performance

 Offline and real-time mode

 Mature and stable

 Easy to use

Fast access, which is not in conflict with the original system, provides industry-leading voice models such as iflytech or Baidu, leading industry-leading results and creating a smooth experience for business products.

All artificial intelligence function modules support real-time or offline deployment, to adapt to the original environment and develop the optimal solution.

The product is maturity and stability, supporting iterative upgrades, customized development, and diversified deployment.

Provides API interface according to user environment, and multi-language web-based management services, making it easy to use.

 

Related Product List

805-5500-0F1, IFLYTEK

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805-5500-0P1, PACHIRA

805-5500-0S1, SINOVOICE Jietong Huasheng

805-5500-0V1, Valid with VALIDSOFT

805-****-***, not all of the products included are listed, please contact us for details