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SpeechCycle Launches New Technology that Helps Increase the Adoption of Phone Self-Service

SpeechCycle (News - Alert), a provider of customer interaction management solutions, announced it is deploying a technology that adapts to callers’ behavior for the automated and continuous optimization of the user experience.

With the new technology, companies can increase the adoption of phone self-service and achieve higher customer satisfaction. The technology is based on machine-learning principles. It is now integrated into SpeechCycle’s LevelOne Agents speech applications. The company is offering this as part of the RPA On-Demand platform.

There are many challenges for the industry. One of them is maximizing phone self-service for many businesses due to the high cost of IVR application analysis and tuning.

Company officials said SpeechCycle is the first company to incorporate machine intelligence into its speech applications. The machine language is designed to automatically analyze customer interaction data and adapt to factors such as customer demographics, time of day and caller profile to offer the optimal customer experience and achieve high call automation rates.

“Our vision has always been that of moving the design and optimization of complex interactive applications from an art to a science and from laborious work to intelligent systems that automatically learn and adapt to a large variety of behaviors,” said Roberto Pieraccini, CTO of SpeechCycle, in a statement.

SpeechCycle has gained deep knowledge on data-driven optimization of the spoken language, human-machine communication technology, processing over a billion interaction events. This knowledge is utilized in the suite of LevelOne Agents, offering solutions that continuously increase customer satisfaction with reduced involvement of expert designers and speech scientists, according to Pieraccini.

Recently, SpeechCycle announced the launch of SmartCare Mobile, a customer care solution designed for smartphones. The service enables enterprises and telecom operators to extend key customer care services and assets directly onto smartphones to better support today’s always-connected consumer. 

 
Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.