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1
How to best maximize the conversation
data stream for your business?
Surbhi Rathore
CEO, Co-Founder
2
Actionable intelligence and knowledge is hidden in
unstructured audio data.
Unlocking the potential of human conversations
3
Integrating audio into your data stream
Activity Data
Text
Conversations
Audio Data
Real-time,
Events
Tracking &
Monitoring
insights from Unstructured
audio/video content (in
recordings/live
calls/transcripts)
Applications
ETL Pipelines
B.I Tools
Research / Analytics
4
Your audio intelligence infrastructure
● Dialogue understanding of
unpredictable human behavior in
conversations
Specialized systems
for conversations
● AI Capabilities that go way beyond basic
Speech Recognition
● Ease of extensibility and Customization for
your specific use case and datasets
Advanced conversation
analytics
● Assess mode of intelligence needed
with latency requirements,
performance, and scale
Streaming Inference
or Batch Processing
5
Confidential
Example: Using Audio Data to Evolve CX
To support continued evolution across the CX lifecycle
To support continued evolution across the CX lifecycle
Aware Acquire Care Retain Grow Evangelize
Message Voicemail Video Audio IVR Meta
6
Confidential
Example: Using Audio Data to Evolve CX
Monitor
Comply
Act, Assist
Search To support continued evolution across the CX lifecycle
To support continued evolution across the CX lifecycle
Aware Acquire Care Retain Grow Evangelize
Message Voicemail Video Audio IVR Meta
7
Confidential
Lead Scoring
Entities, Sentiments,
Intent to buy and
upsell
CRM Data
Objections, Competitive
Mentions, Missed
Opportunity
Success Metrics
Integrate using APIs into your CX workflows
Churn Risk, NPS,
Empathy,
Sentiments
8
Compliance
Entity Detection & Redaction
(PII/PCI/PHI)
● Redact, De-identify and Anonymize Sensitive
information in conversations
● Recognize unformatted data from spoken
conversations
● Use across written communication and
documents
● Replace redacted entities with Synthetic Data
Person Name
Age
Phone Number
Email
Passport
SSN
Drivers License
DOB
Birth Place
Address
Postal/Zip Code
Language
Occupation
Religion
Physical Attribute
IP Address
Username / Password
.
.
.
Bank Account
Routing Number
Credit/Debit Card
CC Expiration
CVV
Cheque Number
SWIFT Code
Branch Transit Number
IBAN
IFSC Code
MICR Code
Sort Code
BSB Number
.
.
.
Blood Group
Health Condition
Drug
Injury
Medical Process
Medical Statistics
Health Card Number
Insurance Company
Insurance Plan
Insurance Network
Medical Record Number
Medicare Claim Number
.
.
.
PII PCI PHI
Secure Storage Data Discovery
9
Sentiments
● Polarity based Sentiment Analysis
○ Sentence Level
○ Topic Level (Aspect based Sentiment)
○ Emotion and Tone based
● Streaming & Async
● Sentiment based on meaning and intent of
dialogue like politeness, anger, empathy
● Low latency inference (as low as 60ms)
Call Tracking Live Agent Assist Call Quality
Coaching Trend Analysis
Search & Indexing
Compliance Alerting Handover
10
Intent Detection
● Track Predetermined Intents, Topics, Tones,
Insights or any Classifiers
● Create any Custom Intents with ease
● Leverage vertical and pre-built intents
● Low latency inference (as low as 60ms)
● Reduce time by using zero-shot learning
● Multi-lingual support
Call Tracking Live Agent Assist Call Quality
Coaching Trend Analysis
Search & Indexing
Compliance Alerting Handover
11
11
Symbl.ai Platform
Audio
Persistence (Optional)
Streaming
Audio
Video
Text
Async
WebSocket
RTMP
HLS
SIP
PSTN
Audio/Video
File Upload &
Hosted URLs
Transcripts
Chat
Email
SMS
ASR
Topics
Trackers
Sentiment Summary
Analytics
Entities
Redaction
Insights
Ready to use, and Customizable
Conversation
REST APIs
Management
Customizable
Experience Apps
Platform
Console
Pre-built and custom models, and private tenants
Bookmarks
Custom
Integrations
Flexible integrations Data and Experience
12
12
Important Resources
Developer Center
API documentation can be found at
docs.symbl.ai
GitHub Repo
Access our repositories at
github.com/symbldev
Resource Center
Release notes, blog posts and rich content
symbl.ai/resources
Community Support
Questions, Issues, Development Support
Slack for Symbl.ai
Sign up for free at
symbl.ai/signup
13
Thank you!
Surbhi Rathore
CEO, Co-Founder, Symbl.ai
surbhirathore@symbl.ai

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How to best maximize the conversation data stream for your business? Surbhi Rathore

  • 1. 1 How to best maximize the conversation data stream for your business? Surbhi Rathore CEO, Co-Founder
  • 2. 2 Actionable intelligence and knowledge is hidden in unstructured audio data. Unlocking the potential of human conversations
  • 3. 3 Integrating audio into your data stream Activity Data Text Conversations Audio Data Real-time, Events Tracking & Monitoring insights from Unstructured audio/video content (in recordings/live calls/transcripts) Applications ETL Pipelines B.I Tools Research / Analytics
  • 4. 4 Your audio intelligence infrastructure ● Dialogue understanding of unpredictable human behavior in conversations Specialized systems for conversations ● AI Capabilities that go way beyond basic Speech Recognition ● Ease of extensibility and Customization for your specific use case and datasets Advanced conversation analytics ● Assess mode of intelligence needed with latency requirements, performance, and scale Streaming Inference or Batch Processing
  • 5. 5 Confidential Example: Using Audio Data to Evolve CX To support continued evolution across the CX lifecycle To support continued evolution across the CX lifecycle Aware Acquire Care Retain Grow Evangelize Message Voicemail Video Audio IVR Meta
  • 6. 6 Confidential Example: Using Audio Data to Evolve CX Monitor Comply Act, Assist Search To support continued evolution across the CX lifecycle To support continued evolution across the CX lifecycle Aware Acquire Care Retain Grow Evangelize Message Voicemail Video Audio IVR Meta
  • 7. 7 Confidential Lead Scoring Entities, Sentiments, Intent to buy and upsell CRM Data Objections, Competitive Mentions, Missed Opportunity Success Metrics Integrate using APIs into your CX workflows Churn Risk, NPS, Empathy, Sentiments
  • 8. 8 Compliance Entity Detection & Redaction (PII/PCI/PHI) ● Redact, De-identify and Anonymize Sensitive information in conversations ● Recognize unformatted data from spoken conversations ● Use across written communication and documents ● Replace redacted entities with Synthetic Data Person Name Age Phone Number Email Passport SSN Drivers License DOB Birth Place Address Postal/Zip Code Language Occupation Religion Physical Attribute IP Address Username / Password . . . Bank Account Routing Number Credit/Debit Card CC Expiration CVV Cheque Number SWIFT Code Branch Transit Number IBAN IFSC Code MICR Code Sort Code BSB Number . . . Blood Group Health Condition Drug Injury Medical Process Medical Statistics Health Card Number Insurance Company Insurance Plan Insurance Network Medical Record Number Medicare Claim Number . . . PII PCI PHI Secure Storage Data Discovery
  • 9. 9 Sentiments ● Polarity based Sentiment Analysis ○ Sentence Level ○ Topic Level (Aspect based Sentiment) ○ Emotion and Tone based ● Streaming & Async ● Sentiment based on meaning and intent of dialogue like politeness, anger, empathy ● Low latency inference (as low as 60ms) Call Tracking Live Agent Assist Call Quality Coaching Trend Analysis Search & Indexing Compliance Alerting Handover
  • 10. 10 Intent Detection ● Track Predetermined Intents, Topics, Tones, Insights or any Classifiers ● Create any Custom Intents with ease ● Leverage vertical and pre-built intents ● Low latency inference (as low as 60ms) ● Reduce time by using zero-shot learning ● Multi-lingual support Call Tracking Live Agent Assist Call Quality Coaching Trend Analysis Search & Indexing Compliance Alerting Handover
  • 11. 11 11 Symbl.ai Platform Audio Persistence (Optional) Streaming Audio Video Text Async WebSocket RTMP HLS SIP PSTN Audio/Video File Upload & Hosted URLs Transcripts Chat Email SMS ASR Topics Trackers Sentiment Summary Analytics Entities Redaction Insights Ready to use, and Customizable Conversation REST APIs Management Customizable Experience Apps Platform Console Pre-built and custom models, and private tenants Bookmarks Custom Integrations Flexible integrations Data and Experience
  • 12. 12 12 Important Resources Developer Center API documentation can be found at docs.symbl.ai GitHub Repo Access our repositories at github.com/symbldev Resource Center Release notes, blog posts and rich content symbl.ai/resources Community Support Questions, Issues, Development Support Slack for Symbl.ai Sign up for free at symbl.ai/signup
  • 13. 13 Thank you! Surbhi Rathore CEO, Co-Founder, Symbl.ai surbhirathore@symbl.ai