Recommended
More Related Content
Similar to How the Art of Listening Matters with Conversational AI
Similar to How the Art of Listening Matters with Conversational AI (20)
More from Aggregage
More from Aggregage (20)
Recently uploaded
Recently uploaded (20)
How the Art of Listening Matters with Conversational AI
- 1. Confidential & Proprietary © SmartAction How the Art of Listening Matters with Conversational AI CMO Brian Morin Director of Product Marketing Helena Chen
- 2. Confidential & Proprietary ©SmartAction | 2 About SmartAction AI-Powered Virtual Agents for Omnichannel Self-Service What We Do Our Mission To make life less hard® for brands and their customers #1 Rated Solution on Gartner Peer Insights Achievements Founded as AI research firm &headquartered in Los Angeles, CA Company 100+ Customers across 12 industries
- 3. Confidential & Proprietary ©SmartAction | 3 AI: Recognition + Cognition Machine LearningAutomatic Speech Recognition Natural Language Understanding Recognition Cognition
- 4. Confidential & Proprietary ©SmartAction | 4 ASR / Speech-to-Text Step 1 Capture telephony audio data set Step 2 Label data set Step 3 Train model via machine learning Automatic Speech Recognition
- 5. ©SmartAction 5 Confidential & Proprietary ©SmartAction | 5 ASR / Speech-to-text Landscape From specialized to commoditized over 4 yrs 4 Years Ago <5 vendors Present >30 vendors Claimed Word Error Rate <10%
- 6. ©SmartAction | 6 Confidential & Proprietary Name Capture = 5% WER • 500 unique first names • 500 unique last names • 5 different QA voices − Indoors − No ambient noise issues • Low res 8K telephony audio • ASR only (no NLU to enhance accuracy) Real-World ASR Word Error Rate
- 7. Confidential & Proprietary ©SmartAction | 7 Why Speech Rec Is So Hard on “REAL” Calls Hi-Def Input Lo-Def 8K Telephony Noise Contact Center
- 8. Confidential & Proprietary ©SmartAction | 8 Impacts to Speech Rec 20% of real-world calls significantly impacted by noise Background Noise Phone Line Noise Accents Distance from Microphone Echo Crosstalk
- 9. ©SmartAction 9 Confidential & Proprietary ©SmartAction | 9
- 10. Confidential & Proprietary ©SmartAction | 10 The Secret to Stellar Speech Technology Hint – it’s not only the ASR NLU
- 11. Confidential & Proprietary ©SmartAction | 11 Lexical analysis Sentiment analysis Topic classification Information extraction Entity detection Summarization Semantic parsing Syntactical analysis Most ASR engines are augmented by contextual NLU only Natural Language Understanding
- 12. AAA Vehicle Capture ©SmartAction | 12 Conditions – outside, cross talk, wind, line noise, bad cell connection, accent, speaker phone Caller intended to say “Ford F250 truck” Speech-to-text heard “aboard have to fifty truck” With confidence scoring, the NLU engine correctly determined “Ford F250 truck”
- 13. AI: Recognition + Cognition Automatic Speech Rec “Ford F250” “To confirm, you said Ford F250?” NLU Output Hypotheses Confidence Scores Lexical Analysis Topic Classification Information Extraction Entity Detection Syntactical Analysis Semantic Parsing Advanced NLU Intent Matching Acoustic Models Expected Intents Cognition Recognition Data Capture Data Labeling Machine Learning “Aboard have to fifty”
- 14. DSW – Address Update Caller intended to say, “Address Change,” but the ASR transcribed, “Dress Change” Caller intended to say, “Shipping, but the ASR transcribed, “Sipping" The NLU engine accurately matched both intents to expected responses
- 15. Confidential & Proprietary ©SmartAction | 15 Defined Scope or Pattern “90292” Address Capture Admiralty Way Lighthouse Court Anchorage Street Eastwind Street Bora Bora Way Maxella Avenue Culver Boulevard S Esplanade E Ketch Street Topsail Court Glencoe Ave Pacific Avenue
- 16. Confidential & Proprietary ©SmartAction | 16 StateFarm policy # – 91% • Alphanumeric • Example- 5940352F3040B Vehicle capture - 84% • Make • Model • Year Address Capture– 84% • Zip • House # • Street Name • Suite ASR + NLU Accuracy Rates “in the Wild” Real-world stats across millions of calls
- 17. ©SmartAction 17 Confidential & Proprietary ©SmartAction | 17 Confusion Transfer Trend – Choice Hotels PercentofWeeklyVolume Confusion 0 1 2 3 4 5 6 7 8 7.6 6.8 6.7 5.45.6 5.9 6.6 3.7 4.2 3.7 5.0 4.0 4.1 2.7 2.8 Date Nov 2019 Jan 2020 Mar 2020 May 2020 Jul 2020 Sep 2020
- 18. ©SmartAction 18 Confidential & Proprietary ©SmartAction | 18
- 19. Confidential & Proprietary © SmartAction Confidential & Proprietary © SmartAction Next Steps info@smartaction.com o Identify: 1. Call/chat types perfect for automation 2. Expected completion rates 3. Expected call volume deflection o ROI Calculation Free AI–Readiness Assessment Request Demo or What You’ll Get