Xavient Launches Near-Real-Time Speech-To-Text Analytics Platform
Xavient Information Systems, a provider of digital solutions and IT services, has launched AMPLIFY, an artificial intelligence-powered analytics platform created to help enterprises improve customer experience and loyalty in major enterprises.
According to Xavient, AMPLIFY converts customer interactions from various channels, including speech, into intelligent patterns, detects issues, and drives recommended actions. The benefits include increased productivity and Net Promoter Scores in call centers, proactive outreach to dissatisfied customers, thereby reducing churn, identifying personalized upsell opportunities, decreasing misdiagnosed issues, and increasing the number of delighted customers.
AMPLIFY enables enterprises to improve customer “empathy” with a reliable probability model that goes beyond the ability of any single customer service representative, said Saif Ahmad, president of Xavient Information Solutions. Using machine learning-based algorithms, it continuously learns from call centers and other customer interaction channels, and uses this experience to improve the outcomes and prompt customer service reps to take the next best action, he added.
A key benefit of AMPLIFY is its ability to deliver total visibility of customers' sentiments in near-real-time by analyzing all the calls it receives.
Architected on open source technologies, AMPLIFY will be offered as a cloud-based, on-premise, batch, or real-time service in three levels and can be integrated with existing enterprises' infrastructure, as well as customized based on the enterprise's needs. Because AMPLIFY is architected on open source technologies, it can be implemented easily and cost effectively into existing enterprise IT architectures. Bronze Level service will include high-accuracy, voice-to-text transcription in batch mode. Silver Level service will include the Bronze Level service in near real time and sentiment analysis. Gold Level service will include Silver Level service, plus integration to drive next-best action, care prioritization and omnichannel initiatives.
Xavient is offering AMPLIFY's API to small and mid-sized businesses for their voice-to-text transcription needs.
AMPLIFY will also be available as a cloud service on Amazon Web Services.
For more information, visit www.xavient.com.