Go Beyond Speech Recognition with Conversation Intelligence APIs - Symbl.ai (Dev Innovation Summit)
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Introduction
Introduction
Welcome to the World Festival 2021! It's an honor to introduce Miss Surbhi Rathore, the CEO and co-founder of Symbl.ai. Her background as a software engineer and passion for AI and machine learning bring a wealth of knowledge to her presentation on conversation intelligence.
Why Digital Content Matters
Since the onset of COVID-19, digital communication has become crucial. Organizations that aren't digitizing customer engagement face negative impacts. Thus, businesses must maximize potential conversation data to foster growth.
Beyond Speech Recognition
Speech recognition is crucial, but it’s more vital to convert conversation data into analytics, actions, and knowledge. This enables overcoming the garbage in, garbage out problem of mere transcription.
Key Vertical Impact Domains
Conversation intelligence impacts several verticals significantly, including:
- Sales: Improving CRM integration and automatic population.
- Customer Support: Reducing call handling time and assisting agents.
- Customer Service: Enhancing live agent support through conversation analytics.
- Education and Training: Enabling better training mechanisms.
- Telehealth: Providing better patient support.
- Gaming: Profanity detection and content moderation.
- Recruitment: Better candidate assessment.
- Meetings: Capturing action items and notes effectively.
Starting Your Conversational Intelligence Journey
Firstly, obtain access to live or recorded conversation data—whether it be audio, video, or text. Platforms such as AWS S3, Twilio, Agora, Nexmo, Vonage, or FreeSWITCH can be used.
Layers of Conversational Intelligence
Live Captioning and Transcription:
- Ensure accessibility and inclusivity through real-time captions.
Search and Indexing:
- Create searchable and indexable content to facilitate better content distribution.
Content Moderation:
- Implement profanity and PII detection to moderate content effectively.
Classifying Data for Downstream Systems:
- Push conversation data insights into downstream systems like CRM for better visibility.
Understanding Coaching Characteristics:
- Metrics like word per minute, silence ratio, etc., help in coaching and improving future interactions.
Tracking Conversation Characteristics:
- Use conversation data to proactively notify teams to enhance real-time decision-making.
Workflow Automation:
- Embed automation to prompt actions based on conversational cues, increasing efficiency.
Visuals and API Outcomes
Live Captioning Example
A simple yet effective implementation where text and speaker names are displayed in real-time.
Search and Indexing
Topics and parent-child relationships are identified for easy navigation and distribution.
Content Moderation
Detect and flag inappropriate words, phrases, or PII to ensure safe content distribution.
Classifying Data
Questions or intents identified during calls can be pushed to systems like Salesforce.
Coaching Characteristics
Metrics and characteristics are tracked to improve agent performance and onboarding.
Conversation Characteristics
Aggregate conversation data to proactively address customer concerns and improve interactions.
Workflow Automation
Automate common tasks such as screen-sharing prompts to improve user experience.
About Symbl.ai
Symbl.ai provides conversation intelligence APIs to integrate seamlessly with existing communication infrastructures. Their API offers real-time conversation intelligence and various other contextual and domain-specific insights.
Get Started with Symbl.ai
Visit platform.symbol.ai for free credits and docs.symbol.ai for detailed API documentation. Connect with Surbhi at surbi@symbol.ai for personalized discussions on implementing conversational intelligence.
Keywords
- Digital Communication
- Conversation Intelligence
- Speech Recognition
- Real-Time Transcription
- Content Moderation
- Workflow Automation
- Symbl.ai
FAQ
Q: What is conversation intelligence? A: Conversation intelligence converts conversation data into actionable insights and knowledge, beyond mere speech recognition.
Q: Why is conversation intelligence important for my business? A: It helps in maximizing customer engagement, reducing call handling time, enhancing training, and automating workflows, thereby driving growth.
Q: How do I start my conversation intelligence journey? A: First, obtain access to your conversation data. Integrate with platforms like AWS S3, Twilio, or Agora to facilitate this.
Q: What are some example use cases of conversation intelligence? A: Some use cases include live captioning, content moderation, pushing data to CRM systems, and automating workflows based on real-time conversation data.
Q: What tools or APIs can I use to implement conversation intelligence? A: Symbl.ai offers extensive APIs for real-time conversation intelligence, contextual insights, and domain-specific insights. Visit platform.symbol.ai for more details.
Q: How does Symbl.ai ensure low latency and scalable conversation intelligence? A: Symbl.ai's platform processes data in less than 400 milliseconds, supporting scalability at more than 10,000 requests per second with secure encrypted deployment.