E-mail: info@ydilo.com • Telephone: + 34 91 252 84 00
Speech recognition technology has advanced considerably, achieving very high rates of recognition and interpretation. However, some complex call scenarios continue to force these voice-automated systems to turn to human agents.
The Ydilo Speech Assistant (YSA) solution is designed to improve the performance of voice-enabled solutions using advanced natural language recognition technology to recognize and resolve complex caller interactions. It optimizes the performance of these systems, increases caller satisfaction and improves user perception of automated telephone self-service channels.
This solution can recover many of the interactions an automated voice system has been unable to manage and reroutes them automatically to an YSA Assistant Agent, who right on the spot can decide to forward the call directly to the relevant point within the logic of the voice-enabled system for automatic processing, or transfer it to a specialized call centre, as seen fit-all entirely transparent for the caller.
The Ydilo Speech Assistant is compatible with any managed services strategy for customers. It helps end users transparently use voice-automated systems by improving natural language recognition. Caller interactions are managed more successfully with far less intervention from customer service representatives.
• Supports a wide range of communication technologies including open ones to ease integration with supporting legacy infrastructures for IVR and call centre channels, and also with existing applications for managing agents and work groups
• Architecture designed with a high level of scalability that continually adapts the number of YSA Assistant Agents needed according to the business demands
The Ydilo Speech Assistant (YSA) solution is designed to improve the performance of voice-enabled solutions using advanced natural language recognition technology to recognize and resolve complex caller interactions. It optimizes the performance of these systems, increases caller satisfaction and improves user perception of automated telephone self-service channels.
This solution can recover many of the interactions an automated voice system has been unable to manage and reroutes them automatically to an YSA Assistant Agent, who right on the spot can decide to forward the call directly to the relevant point within the logic of the voice-enabled system for automatic processing, or transfer it to a specialized call centre, as seen fit-all entirely transparent for the caller.
The Ydilo Speech Assistant is compatible with any managed services strategy for customers. It helps end users transparently use voice-automated systems by improving natural language recognition. Caller interactions are managed more successfully with far less intervention from customer service representatives.
Highlights
• Supports a wide range of communication technologies including open ones to ease integration with supporting legacy infrastructures for IVR and call centre channels, and also with existing applications for managing agents and work groups
• Architecture designed with a high level of scalability that continually adapts the number of YSA Assistant Agents needed according to the business demands
• Instant call routing to different menu options in the IVR system or to other agents at specialized call centres,
• Administration interface designed for fast, simple and totally transparent interactions and calls from the YSA Assistant Agent to the user, increasing the perception of quality service
• Personalized routing options available for the YSA Assistant Agent based on caller behaviour patterns and the origin of the call interaction in the IVR system
• Supports segmentation of YSA Assistant Agents based on their profiles to better drive caller interactions
• Real-time communication and management via chat or telephone between YSA Assistant Agents and supervisors
• Direct voice intervention from the YSA Assistant Agent with the caller for resolving more complex interactions
• Cost savings due to the drop in calls requiring human agent intervention to successfully resolve them
• Boosted caller satisfaction through the increased success rate of completed calls managed with advanced speech recognition technology
• Higher caller acceptance of automatic customer self-service channels through natural language processing
• Capacity for automating new business functionalities in the telephone channel backed by the YSA solution that allows many more complex interactions to be automated, supported, and managed
• Administration interface designed for fast, simple and totally transparent interactions and calls from the YSA Assistant Agent to the user, increasing the perception of quality service
• Personalized routing options available for the YSA Assistant Agent based on caller behaviour patterns and the origin of the call interaction in the IVR system
• Supports segmentation of YSA Assistant Agents based on their profiles to better drive caller interactions
• Real-time communication and management via chat or telephone between YSA Assistant Agents and supervisors
• Direct voice intervention from the YSA Assistant Agent with the caller for resolving more complex interactions
Benefits
• Cost savings due to the drop in calls requiring human agent intervention to successfully resolve them
• Boosted caller satisfaction through the increased success rate of completed calls managed with advanced speech recognition technology
• Higher caller acceptance of automatic customer self-service channels through natural language processing
• Capacity for automating new business functionalities in the telephone channel backed by the YSA solution that allows many more complex interactions to be automated, supported, and managed
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