What this is for
There is information in every call, every email and every chat. Speech recognition makes it usable before an agent joins the conversation.
Call recordings have to be listened to before you can get at their content. When the conversation exists as text, a full-text search in your CRM finds the passage in seconds.
An archive you have to listen through, against a database you can search.
“Hello, I would like an appointment.” → The agent asks for date, time and customer number.
Appointment, date and customer number are in the case before the agent picks up.
What the module does
Transcribe
Speech becomes searchable text — live or from a recording.
Recognise intent
"I need an appointment" becomes a classified case.
Extract data
Date, place, address and customer number are available within the process.
Translate
In both directions, in every channel, without a foreign-language team.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Channels
- Phone, chat, email
- Deployment
- On premises or data centre
- Integration
- CRM, ERP, database
- Configuration
- Graphical process designer
