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VoxIQ in contact centres
Specialist systems can recognise thousands of words in directed speech applications, but the recognition of keywords in continuous speech is limited to around 150 words in any one application. This restricts a very exciting and complex technology to simple self-service tasks such as establishing a bank balance or booking a flight etc.
Use VoxIQ and the 150-word lexicon
limitation applies to the current part of the conversation only and the total
lexicon is unlimited. This opens up the market for much more complex solutions
to support human and/or self-service (automated) operations.
Imagine a sales or service business process in a contact centre that has to cover
a number of steps before the process is complete. Each step is identified in VoxIQ
very simply by a unique set of keywords to provide the necessary context for the
speech recognition (SR).
When a context is recognised by the SR, VoxIQ
carries out the following:
- Pre-prepared information related to the current context is placed on the
screen to help the agent talk more knowledgeably
- Keywords and specific figures are automatically placed
in the customer record form
- Recognising that some points have been covered, VoxIQ
provides the package of keywords for any point that could follow behind this
one.
The SR now has a very small task to perform in identifying the words forming
one of the unique packages. When it does this the new context is passed to VoxIQ
and support is provided automatically as before.
Self service operations represent about 8% of agent costs, but many operations
cannot be achieved by self service facilities alone and best results are generally
achieved by a combination of both. Routine information can be handled by the
self service facility and the call passed seamlessly to an agent to action more
sensitive topics
Many self service only applications can be increased in width and complexity
by the use of VoxIQ
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Interactive Computer games
Gaming is a potentially vast market sector. It is also a market that has spearheaded its own human-to-computer interfaces. Once they used mice and keyboards, now gamers have force-feedback joysticks and foot pedals. Talking to the computer through VoxIQ will become a natural extension of the gamer?s experience and provide a level of interaction that is unachievable without VoxIQ. The ability to talk to simulated game participants will cause a revolution in the interactive computer games market. The size of this market is undoubtedly huge.
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Media and Advertising
The application foreseen is in radio and television commentary, principally of sporting events, but any public event or ceremonial will be enhanced by the use of VoxIQ. All commentators require a catalogue of useful facts and figures, which they can insert at appropriate points. At present this requires either the assistance of other people or a plethora of paper notes. The use of VoxIQ will enable the commentator to be presented with a selection of facts, concerning the player, location or event etc. that he is discussing.
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Logistics and Maintenance
The use of VoxIQ within wearable computers will open up new markets in logistics and maintenance tasks that are relatively complex, e.g. aircraft servicing schedules. The maintainer will have access to all necessary data, with hands free to use a wrench, screwdriver etc. As a result, jobs will be carried out faster and more safely. This is already a potentially big market for VoxIQ, which will significantly increase, as mobile computing becomes an accepted part of working life.
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Defence, Police and Emergency Services
Included within this category are the systems used by the police, fire brigade, ambulance service, military and similarly structured services such as the AA and RAC. The computer systems that support these services are characterised by the requirement that they should aid people talking to others in stressful environments. It is clear that the use of VoxIQ can increase efficiency in this area.
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Other Markets
VoxIQ overcomes the well-known shortcomings associated with the current attempts at integrating speech technology into commercial applications. VoxIQ is believed to have major potential in many markets yet to be investigated, e.g. 2.5G and 3G wireless phone systems.
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