Loud and Clear - The Transformative Power of State-of-the-Art Transcription
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Bill McGuire of Voci and Chris Danson of Mattersight lead a discussion on the advances of voice transcription technology in the call center during Customer Love Day at Call to Loyalty 2016.
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Loud and Clear - The Transformative Power of State-of-the-Art Transcription
- 1. Loud and Clear The Transformative Power of State-of-the- Art Transcription Chris Danson Bill McGuire
- 2. #call2loyalty Introducing the Mattersight and VOCI Strategic Partnership
- 3. #call2loyalty Survey Fatigue Is Real OpenTable: Recent Dining Experience Fidelity: What’s Going On In Your Life? Bing: Tell Us What You Think About Searching Online
- 4. #call2loyalty Why Survey When You Have Entire Conversation? • Calls • Avg. 250,000 calls per day • 4 minutes active customer speech • 650 words per call • 162 million words from calls • Surveys • 3% survey response • 9,000 responses per day • 208 words per survey • 187,000 words from surveys
- 5. #call2loyalty Accurate Voice Key To Trending Topics Identifying contents and prevalence of multiword topics present in conversation in an unsupervised way.
- 6. #call2loyalty And Powering Advanced Analytics and Services What can we do with Voci? Improved Compliance Risk Scoring Improved Process Adherence Better Predictive Modelling Enable Advanced Analytics Insights by Topic Modelling and Topic Trending Best-in-class security scrubbing Confidently feed data marts and lakes
- 7. #call2loyalty Why Mattersight Partnering with VOCI? Accuracy 80%+ achievable Full punctuation & emotion Enable state of the art analytics Speed >100x Real Time operation High capacity for batch & real time Scale for entire enterprise Business Value 100% of audio insights PCI call cleansing Open system to Remove stovepipes
- 9. #call2loyalty VOCI Company Overview Voci’s mission is to enable enterprises to extract actionable intelligence from their voice data We are the world leader in hardware accelerated exploitation of voice data We provide the world’s most accurate, lowest latency and highest performance platform to speed discovery of insights that improve customer experience
- 10. #call2loyalty VOCI Value Proposition insights out. speech in. Voci enables homogeneous, best in class analytics solution that provides the 360 degree Voice of the Customer view that our clients seek Open system approach supports any recorder platform as input, outputs to analytics strategy of choice text insights out. text in.
- 11. #call2loyalty How to Engage • Capabilities • Bill McGuire onsite from Voci throughout the event • Analytics & Mattersight’s Vision w/Voci • Chris Danson and Andy Traba onsite throughout the event
Editor's Notes
- These are the conversations you can have with your clients Open-platform—Nice or Verint will not share their transcripts