Calltouch Speech synthesis for voice notifications

2019: Representation of service

On February 22, 2019 the Calltouch company provided service of speech synthesis for voice notifications which will allow to apply voice assistants not only in communication with clients, but also in the company. The essence of service is in telling operators of call centers data on incoming calls.

Calltouch emphasized that to provide the personalized approach to each client – a paramount task of any company as in a century of digital technologies service quality comes to the forefront. At the same time the main problem of most call centers often is the low level of service. It occurs because operators do not know the purpose calling therefore spend a lot of time for clarification of this information. As a result work of the manager is slow and in most cases – inefficient.

For the purpose of quality improvement of service and reduction of time of a conversation in Calltouch use voice assistants. The functionality of service just allows to transfer to the call center specialist the additional information about what call arrives: from what website and type of a widget on what channel or a source, in what time the request and so on was issued.

"The trend on personalisation becomes more and more explicit. Annually there is a large number of services which the customized call back or email mailing or personalisation of a basket allow to make the individual offer depending on a user query, for example. At the same time buyers begin to take the high level of service for granted that eventually is only the correct approach. For example, the builder created separate landings under different objects. In each of them there are apartments with a quantity of rooms which promotional offers affect. For example, Promo's widget with an action on 2kh-roomed apartments at a discount up to 10% at the address until the end of a month. At the same time calls from these landings come to uniform call center. Using speech synthesis in each widget the voice notification with information on from what channel the request, an address source, time has come is generated. The file can sound approximately so: "The call back from the website "Object Presnya" arrived, Promo's widget, 2kh-roomed apartments, a discount of 10%, is ordered today, at 12-15, CPC channel, Yandex source, the campaign "Discount until the end of a Month". Thanks to service, answering a call, the operator can begin a conversation at once in essence". Alexey Avdeev, CEO Calltouch

As noted in Calltouch, work of service is based as follows: the service reports data on an incoming call before answering a call, the operator is offered to listen to the synthesized voice message to understand the purpose of its address. Ownership of the additional information allows the manager to construct a conversation so that most precisely to respond to the client's request.