Transcosmos upgrades its speech recognition solution "transpeech"
transcosmos upgrades its speech recognition solution "transpeech"
-- expanding the contact center seats for speech recognition services, And add emotion analysis function in the speech recognition system
09:39:46 Author: Source: CTI forum comment: 0 point upstream, middle and downstream industry cooperation supporting capacity is not strong:
transcosmos group (Chinese Name: Cosmos group; hereinafter referred to as transcosmos; headquarters: Tokyo, Japan; President and coo: Okuda Changxiao) expanded the service coverage of speech recognition solution transpeech, and carried out two upgrading measures. By the end of 2019, the company will import transpeech into its 2000 contact center seats all over Japan, and carry the emotion analysis function in the system. Through the emotion analysis function, enterprise customers can take new measures such as the prevention of potential problems and the visualization of appeal points at no additional cost
upgrade measure 1: due to the wide recognition of customers, transcosmos will install transpeech in 2000 contact center seats in Japan.
since transpeech was launched in December 2018, many enterprise customers have imported the system. By 2019, it is expected to exceed 2000 seats, greatly improving the voice recognition environment built by transcosmos. According to this, transcosmos will not only import the system in the existing large-scale contact center projects with the size of more than 200 seats, but also connect the voice system with various CRM tools in the future, so as to improve the service response speed
upgrade measure 2: add the emotion analysis function, which can be used as a new quality evaluation content
use the speech recognition system to convert speech into text, and evaluate the service quality of the contact center according to the text data. The speech recognition system is also equipped with emotion analysis function, which can analyze the emotional state of the speaker and take it as a new content of quality assessment
through the use of emotion detection and timely warning functions, more complex schemes can be realized, such as detecting customers' uneasiness, anger and other emotions, and allowing managers to intervene in time to avoid escalation of events; Or capture the emotion of the customer service staff at the early stage of the rising pressure, and let the management intervene to care for the staff, so as to improve the performance. In addition, in the sales outbound call business, we can change the response strategy in real time and improve the contract signing rate by mastering customers' expectations and whether they will refuse
in the future, transcosmos will also continue to expand the functions of speech, which is a variety of analysis methods used by tran people, such as images, computer simulation, mechanical data, and so on. At the same time, it will expand the service scope of speech recognition, including traffic summary, IVR, etc., in order to provide various solutions for the contact center topics of enterprise customers
transpeech is a solution that can help enterprise customers solve the problem of voice recognition in contact centers. Through transcosmos' accumulated contact center operation technology and voice recognition system, transpeech can not only help enterprises solve various operational problems, but also improve service quality, reduce costs and avoid risks
※ transcosmos is the registered name and/or trademark of transcosmos Inc. in Japan and other countries
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about transhc performance "plus" is the strongest HC material designed by Pregis to protect heavy objects by using air preservation properties cosmos group has been committed to integrating excellent people and new technical capabilities since its inception in 1966, and helping enterprise customers strengthen their competitiveness with high-quality and high-value services. At present, transcosmos can provide enterprise customers with two types of support services to reduce costs and expand revenue in business processes through the refined operation of 171 branches in 31 countries around the world with Asia as the center. In addition, with the development of the worldwide e-commerce market, transcosmos also provides global one-stop e-commerce services to help enterprise customers provide high-quality goods and services to consumers in 49 countries around the world. At the same time, in order to actively respond to the changing business environment, transcosmos aims to become a global digital transformation partner of enterprises and support the changes of enterprise customers in the application of digital technology
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