Verbit Could be just what Contact Centers Need
Improving CX is on the mind of every contact center manager, but what tools are available at their disposal?
Using Natural Language Processing (NLP) and machine learning, Verbit’s proprietary speech recognition engine aims to comprehend, organize and generate speech-to-text captioning. Co-Founder and CEO Tom Livne says his company’s solution is over 90 percent accurate. The entire process takes a matter of seconds according to Livne.
Such technology might be valuable for contact center managers hoping to improve CX.
Verbit’s automated speech recognition engine is also self-learning and uses adaptive algorithms while feeding information from external sources and previous sessions back into the model. This ensures the engine is continually training for heightened accuracy.
Could Verbit help improve CX for contact centers?
The Israeli startup’s mission seems to be – revolutionize real-time transcription and captioning to the highest possible degree.
In order to increase accuracy, (up to 99 percent) – the SaaS offering incorporates human transcribers to correct any mistakes. The solution then takes note of corrections made and feeds them into the engine. According to Livne, Verbit has a 10x faster turnaround time through ASR (automated speech recognition) technology and enables users to download transcripts just minutes after a session wraps up.
The process of transcription is simple: Upload audio/video files to Verbit Cloud, the engine does its job, human intervention occurs, then the file is then ready for download. This alone could make content for contact center training more accessible, engaging, and easy to search.
“Verbit’s adaptive Artificial Intelligence technology automatically reduces background noise, identifies specific terms, and differentiates between speakers for the highest accuracy.
Some interactive features include searching inside a transcript; identifying, extracting and tagging keywords; connecting to related content; LMS and video hosting platform integrations; and the ability to not pre-schedule a reporter,” Livne said.
The ability to capture customer data via chatbots and AI agents might free up human agents to tend to more pressing customer service matters. Predictions are another potential use for Verbit’s AI technology – since AI can predict customer trends and behaviors based on what they say. Contact centers, as a result, can remain ahead of customer trends.
Identifying and transferring calls before they arrive at the wrong department would also be a benefit of implementing Verbit’s technology in a contact center environment.
One of the biggest ways Verbit could assist call centers is through its capacity to pinpoint/reduce noise, echo, and cancel out factors that lessen audio quality.
APIs and linguistic strong suits
For linguistic nerds like myself, Verbit’s SaaS offering provides something truly unique – it can identify domain-specific terms, recognize a wide range of accents, dialects, as well as differentiate between various speakers. Such a capability might work best when multiple individuals are talking on a call and you’re not sure who said what.
Verbit even incorporates current events and the latest news into its engine so the most up-to-date version of a language is used. Furthermore, the startup offers advanced customization through API integrations, on-demand customer templates and overall ease of use. Each offering is unique to fit the needs of clients – with 24/7 customer support offered, too.
If Verbit’s leadership sees the value it can provide to the contact center industry, I believe the startup will further expand its portfolio offerings. It will also carve out an entirely new niche for itself in the contact center world. The good news is – all of the signs point to ‘yes’ regarding disruption of the contact center market.