SoundHound Intelligent Transcription service also helps establish meaning by offering a suite of features that can identify common entities like social security numbers, phone numbers, date, time and currencies.
Identifying entities is particularly useful with follow ups and line transfers. Imagine a customer was transferred from one agent to another or a call dropped and the customer called again. Because entities were tagged and also formatted properly (dates in 00/00/0000 format, social security #s as xxx-xx-xxxx), it’s easy and fast for the new agent to find specific information in the previous chat and quickly accommodate the customer.
Limitations of Big Tech in the Call Center
While numerous software vendors have chosen a big tech vendor for their voice AI solution, many have been hampered by long deployment times and limited to no support. Voice AI often requires a more customized strategy and technical implementation and often software call center vendors are left on their own to figure it out.
Independent voice AI vendors often bring years of experience and expertise that help software vendors get up to speed faster.
For instance, an independent vendor can deliver more turnkey transcription solutions by providing templates and blueprints for more repeatable use cases and solutions, such as appointment management, which includes setup, confirmation, and rescheduling. With a pure transcription offer, for example, the vendor takes on the entire NLU challenge of assigning meaning, and identifying topics and entities. With an independent voice AI vendor such as SoundHound performing this, software vendors can get to market more quickly with new use cases.
At SoundHound, we have all the tools and expertise needed to create custom voice assistants and a consistent brand voice. Explore SoundHound’s independent voice AI platform at SoundHound.com or speak with an expert or request a demo below.