AI-powered, automated, and super-accurate speech recognition infrastructure tool for all of your audio and video data.
Made with ❤️ and ☕ in Bucharest
USE CASES - CONTACT CENTERS
ALREADY USING VATIS TECH
By successfully transcribing and analyzing the calls, organizations can make informed decisions to:
Automating processes like: call routing, transcription, data entry, and speech analytics, voice technology reduces the manual overhead in voice process operations. For instance, automatic speech recognition converts voice to text, enabling call transcription and reducing manual data entry.
NLP (natural language processing) algorithms can understand the intent of customer inquiries, allowing for faster call routing to the appropriate agents or departments.
Needless to say, this enables speedier call handling, reduced hold times, and improved call resolution rates.
Speech analytics can identify the root causes of customer complaints and help call centers improve the customer experience.
Suppose a call center receives a high volume of customer complaints about long wait times or ineffective resolution of issues. By analyzing the calls, the call center can identify the root causes of these issues, such as understaffing, poorly trained agents, or inadequate processes. The call center can then take action to address these issues and improve the customer experience, resulting in higher satisfaction and loyalty.
Voice technology integrated with CRM systems equips contact center agents with customer insights during calls. This enables them to offer personalized information, suggest relevant products or services, and deliver a more targeted sales pitch.
By analyzing the call transcripts of high-performing salespeople in the call center, companies can identify the most persuasive tactics that can be shared across the workforce to drive the overall company sales.
The call center operations are undoubtedly avenue where voice technology promises a revolutionary makeover.
Voice technology and speech analytics help monitor and audit calls, ensuring adherence to industry regulations, quality standards, and company policies. For instance, contact centers run by financial institutions use voice analytics to detect potential instances of fraud or compliance breaches.
If an agent inadvertently misses a mandatory disclosure statement, the voice technology system can recognize the omission and alert the agent in real-time, reminding them to provide the required information, ensuring adherence to industry regulations, quality standards, and company policies.
An accurate transcription of a phone conversation is valuable only if you can use that data to extract actionable insights. The Call Analytics builds on the accurate speech transcriptions delivered by Vatis Tech, and goes beyond mere keywords, unlocking a new level of understanding. Analyzing key classes and families within conversations captures nuanced details and uncovers hidden patterns that hold the key to transformative insights. Call Analytics revolutionizes the evaluation process by delivering a new level of precision and effectiveness through:
Speech analytics systems can analyze the tone and detect the sentiment, emotions and identify the speaker's meaning. Starting from what the agent said, the system figures out how much was respected from what the agent was supposed to say based according to the script.
The talk and the silence patterns can be analyzed to measure emotions and levels of satisfaction. A set of user-defined phrases can be used for detecting agent actions. Thus, it helps in identifying and prioritizing what needs immediate attention.
Easy identification of keywords and anything semantically similar to the searched criteria, to observe the degree of risk on a specific category of calls.
Vatis Tech automatic speech transcription engine is built and tuned specifically for the contact center environment and provides a powerful and scalable computing infrastructure. The technology is available in English, Spanish, German, French and Romanian language.
With precision reaching between 90% to 95%, according to the latest benchmarks conducted on contact center conversations, our ASR platform delivers market-leading accuracy
especially for noisy human-to-human contact center conversations.
The platform can quickly and accurately transcribe all types of audio data.
It identifies a wide range of entities like person and company names, dates, or locations from your audio files, automatically converting letter-written numerals to number-written numerals.
Vatis Tech ASR engine customizes accuracy even further, to the specific needs of each environment. Every contact center has its unique set of terms and products. With continuous accuracy tuning, business users can easily monitor the transcription accuracy and add or correct new terms.
We support stereo transcription, which transcribes each speaker’s audio separately, to improve accuracy in these scenarios.
The sound augmentation techniques enables the application to achieve accurate transcription, even in noisy recordings.
Dan Mazilu
General Manager Mediatel Data
Features FOR CONTACT CENTERS
Use our real-time API to transcribe your live audio streams with an average response time of 420 milliseconds — almost instant.
Transcribe pre-recorded audio or video files with high accuracy using our scalable infrastructure.
Every contact center has its unique set of terms. With continuous accuracy tuning, users can easily monitor the transcription accuracy and add or correct new terms.
Find moments when a certain key word or phrase was spoken.
We analyze the tone and detect the sentiment, emotions and identify the speaker's meaning.
It helps monitor and audit calls, ensuring adherence to industry regulations, quality standards, and company policies.
Identify a wide range of entities like people and company names, dates, or locations from your audio files.
Automatically convert letter-written numerals to number-written numerals.
We like transparency — we show a confidence score of our algorithms for each word in the transcript.
You don't have to worry about file format or sampling rates we can handle anything — from MP3 to FLAC, MP4 to MKV, and everything in between.
The entire transcript has an associated timestamp for each word, so you can easily find what you need, quick.
Build your custom model starting from our pre-trained models and using your specific data. Easily create datasets to improve your speech models from your raw data.
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AI-powered, automated, and super-accurate speech recognition infrastructure tool for all of your audio and video data.
Made with ❤️ and ☕ in Bucharest
