Tras un análisis reciente del mercado europeo de soluciones de análisis de voz y de expresión facial existentes, Frost & Sullivan ha premiado a Xdroid Voice Analytics con el Premio 2020 de Liderazgo en Innovación Tecnológica Europea (2020 Europe Technology Innovation Leadership Award). Este premio reconoce la calidad de la solución y el valor de enriquecimiento que posibilita a potenciales clientes.
Los analistas de la industria comparan a los participantes en el mercado y miden el rendimiento mediante entrevistas, análisis y una amplia investigación secundaria para identificar a las mejores empresas de la industria.
El premio concedido es para las soluciones que plantea Xdroid y que cuentan con motor de lenguaje que potencia redes neuronales artificiales y algoritmos de machine learning para poder procesar, con alta precisión, reconocimiento de voz a texto y palabras clave, lo cuál ayuda a agentes de call center a optimizar su desempeño. Además, cuenta con filtros que permiten detectar y aislar el ruido de varias voces, interferencias y también los patrones lingüísticos de los agentes para dar respuesta a la situación real que se viven en estos centros de trabajo.
El motor de procesamiento de Xdroid está constituido por dos modelos: un modelo totalmente acústico, que identifica periodos de silencio, volumen y velocidad del habla, y emociones o estilos del habla; y un modelo de reconocimiento de voz a texto y de palabras clave, que es capaz de proveer transcripciones con un alto grado de precisión.
Así con un innovador registro automático, es capaz de capturar y analizar oraciones con una precisa separación de voces (cliente vs. agente). En lugar de omitir el registro de la oración completa en caso de falta de claridad acústica, el sistema se desplaza a la parte clara y establece un contexto, generando un resultado fiable el 95% de los casos testados en entorno de laboratorio.
Arnaud Bossy, vicepresidente de Frost & Sullivan comenta que “en lugar de simplemente transcribir a texto, Xdroid ha desarrollado su motor de lenguaje sobre una base DNN (Deep Neuronal Network), que pertenece a la última generación de algoritmos de machine learling y que utiliza eficientemente la capacidad procesamiento y de resultados en tiempo real junto con sugerencias para los agentes. Esta tecnología se ofrece en dos opciones además: AgentAssist, una solución que analiza en tiempo real, y VoiceAnalytics, que analiza “offline”. La solución en tiempo-real, AgentAssist, asesora a los agentes durante las conversaciones con recomendaciones y alertas emergentes, también agiliza su trabajo con funciones de búsqueda automáticas que les permite acceder rápidamente a la información necesitada. Además, orienta a los agentes a tener el ritmo y volumen ideal de voz durante la conversación y proporciona un resumen de llamada que reduce significantemente el tiempo de procesamiento post-llamada. La versión offline optimiza el uso del hardware y provee análisis complejos después de la llamada.”
La compañía cuenta, además, con un sistema de aprendizaje y entrenamiento que incluye análisis de voz y de expresiones faciales, unificando el reconocimiento vocal con un motor de reconocimiento y análisis facial para poder detectar los componentes faciales y vocales de los agentes hasta en 20 idiomas distintos.
«Más allá de sus soluciones disponibles, pueden desde Xdroid confeccionar implementaciones según las necesidades de sus clientes”, comentó Nick Baugh, Analista de Frost & Sullivan. “Su aplicación muestra indicadores fundamentales como lo son los niveles de compliance, de productividad y las solicitudes de escalación, entre muchas otras. El módulo analítico presenta una visión clara y niveles definidos de diferentes categorizaciones”.
Sobre Frost & Sullivan
Durante seis décadas, Frost & Sullivan ha sido reconocida mundialmente por su papel de ayuda a los inversores, líderes corporativos y gobiernos a navegar por los cambios económicos e identificar tecnologías disruptivas, Mega Tendencias, nuevos modelos de negocio y empresas líderes, dando como resultado un flujo continuo de oportunidades de crecimiento para impulsar el éxito.
Sobre Xdroid
Xdroid es una empresa de desarrollo de software de propiedad privada e independiente. Esto nos permite responder a los cambios rápidamente. Creemos que la verdad te hará libre y nuestra solución de inteligencia artificial, basada en una profunda experiencia, revelará la verdad sobre las interacciones con tus clientes. El conocimiento analítico es la columna vertebral de nuestro equipo de desarrollo. Tenemos años de experiencia en el desarrollo de software de alta tecnología para centros de contacto de instituciones financieras, empresas de servicios públicos, operadores de telecomunicaciones, etc.
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