The Silicon Review - Best Business Review Magazine Super 30 Companies of the Year 2019 | Page 65

customer, it feels its human intent
and then speaks naturally.
How are you different from
other companies?
Other companies first take the
speech from the user, then turn
it into text and then they try to
do the sentiment analysis or any
other textual analysis on the text
itself. This paradigm is very limited
because a lot of the information is
lost when you do speech to text
first. When a human agent is
speaking over the phone, the agent
can tell when I’m more comfortable
and when I’m less comfortable or
when I’m more confident and when
I’m less confident. But when you
do these transcriptions to text you
are losing all of this information
and this information is very
important when you are providing
customer service. You need to be
empathetic to the customer you
need to feel the customer not just
to understand the words.
So this is why we developed a very
unique algorithm the “speech to
intent” algorithm that basically uses
the deep learning based neural
network to identify the human
intent directly from the customer’s
speech. For example, if I am saying
“I don’t know” (without emotion)
is different from “aahhh, I don’t
know” (with a lazy and skeptical
emotional tone) are two completely
different things. Identifying the
pauses, emotions and the way
a speaker delivers their speech
becomes mandatory and that is a
very important ability of our ‘speech
to intent’ feature.
Another important feature of
‘speech to intent’ is the capability
of improving the accuracy of the
transcribed text because if you
completely ignore the context it’s
very hard to understand even the
text itself. Considering the agent
is asking a specific question, that
question will be taken into account
in the speech understanding. So the
‘speech to intent’ algorithm improves
both the text understanding and
the emotional understanding at the
same time. This is very unique to
us and it enables us to create the
natural, real world experience that
I’m talking about.
What are the five reasons to
use Voca?
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Increase revenue – Use AI,
rather than intuition, to monitor
and optimize the user journey
Personalize your interaction
– Wording, accent, prosody,
speed, speaker
Reduce turnover – Human
agents can focus on calls
that actually require human
interaction
Improve NPS – Always polite,
always empathetic. Voca
delivers fluent language with a
native accent
Be agile and scalable – Control
capacity with a click of a button.
Optimize call times
Can Voca.ai completely
mimic a human?
One of Voca’s most appealing
differentiators, is it’s the ability to
generate human voice. During the
past decade people have gotten used
to speaking to machines (utilizing
‘text to speech’ functionality) but
the end result, the machine’s voice
sounds very robotic. Again, it’s a
question of the intonation of the
pauses, the fillers like the “ums”
and “ahms” and even the laughter.
A voice can sound very natural
but at the same time it can also be
very monotonous and you don’t
want that. So at Voca, we have
developed a technology that allows
customers to adjust the prosody
and information of the pitch to
drive better business results. So for
instance, when a customer is on the
call and it is a sales call, the agent is
trying to convince the customer to
buy, renew or expand their usage
of a specific insurance policy. In
these types of cases, the information
‘visible’ to the agent is paramount
as that information directly affects
what the agent is saying. Our
proprietary technology allows
limitless personalization where you
can choose between many different
voices that are available. You can
also design a dedicated voice or
a dedicated set of voices that will
represent your brand.
At the end of the day, we are
capable of taking information from
our customers and scientifically
benchmark it. Eventually creating
a custom tailored sales agent that
is completely artificial and can be
easily multiplied and replicated
to form a sustainable, instantly
scalable sales machine.
What is the future roadmap
of the company?
Voca’s mission is to deliver more
success in different call center
verticals. Our goal is to empower
the human agents in the call center
and not to replace them. So we
want to make sure that humans
and AI are working together to
build the perfect experience for
the end user. So this is our
mission for the upcoming years -
our goal is to eventually build
the perfect experience that is
both scalable and human.
SR
“We have created a platform that has been proven to increase revenue
and customer satisfaction for call centers.”