OCS begins promotion of voice services Can Alexandrov | 02.11.2020
OCS and BSS, a developer of banking systems, financial services, voice technologies, information security solutions and outsourcing of it professionals,
announced the beginning of cooperation.
The range of design solutions distributor appears Omni-channel dialogue platform Digital2Speech
‒ solution based on artificial intelligence technology, providing
the recognizers, and the meaning of emotions, as well as speech Analytics and voice biometrics.
Voice assistants chat-bots based on the platform Digital2Speech, understand natural speech, respond to customer requests and is able to maintain a dialogue. In the case of a non-standard request
the robot translates the client to the employee of the contact center. The voice is a lot more informative text, live speech, contains a great number of metadata – intonation, emotion, voice and long pauses. The analysis of these
data significantly improves the accuracy of recognition and understanding of the client’s request. Digital2Speech reduces the load on the contact center, providing customer support 24/7/365.
Platform Digital2Speech developed several boxed solutions that you can install quickly and from the first day of use to return. For example, the automation solution model
questions, including questions on COVID-19, is already working in contact centres DCP and health system. Practice shows that the robot is capable of BSS, without operator intervention, to process 80% of applications.
Or the decision on monitoring conversations on the basis of speech Analytics. The solution automatically detects and marks the fragments of conversations with customers where there is non-compliance of internal regulations and / or
the requirements of the legislation. The robot monitors the BSS 100% voice and text conversations across all channels, including apps for messaging.
Another one box solution ‒ remote banking service using text messengers and traditional voice channels, without changing the established processes. More than 40% of calls to the Bank
have on typical queries that the solution can automate and therefore remove the load from the call center of the Bank and to increase customer satisfaction Bank service.
Digital2Speech allows you to automate the identification of customers by using standard questions or on the basis of voice biometrics.
A set of flexible tools allows partners or the companies themselves to self-teach robots new the specifics and tailor solutions to different tasks and even industries. AI robots consider
features, technical terminology, and frequently asked questions typical dialogue specific to your organization.
Digital2Speech from BSS provides maximum security. The solution is designed in accordance with the principles and rules of personal data processing envisaged by the Federal law 153-FZ.
It is expected that the new solution portfolio will enable the distributor partners from various business segments to develop Omni-channel customer service, increasing the efficiency of existing channels
communication and optimizing costs to functions customer support contact centers.
Distribution, recognition, Artificial intelligence
OCS Distribution, BSS | Company
