CST: SpeechXplore AI solution for research and development of communications with customers

The main articles are:

• Speech Recognition (Technology, Market)
• Speech technology: On the path from recognition to understanding
• Neural networks (neural networks)
• Data mining Data mining
• SaaS - History. Philosophy. Development drivers

2024: Cloud Version Development

The Speech Technology Cent er Group strengthens its competencies in the field of speech technologies and on July 19, 2024 announced the development of a cloud version of SpeechXplore, a domestic solution using the GigaChat neural network model for online processing, research and development of customer communications.

source = CST

The service will be especially useful for retail, development and other mass-service businesses. SpeechXplore allows you to analyze communications with customers in all channels: by phone, in chats, email, social networks, face-to-face communications with any number of speakers. The solution has a simple and understandable interface - it allows you to receive data on the dynamics of the main indicators of the client service from the first screen of the system.

The solution does not require a special examination for work, it allows using artificial intelligence to receive available answers to the main questions of the business: how to retain and attract customers, increase sales, where to develop products, how to save resources.

{{quote 'author = said Dmitry Dyrmovsky, CEO of the MDG Group of Companies.|The CST team has developed a new generation of cloud AI solution that can be used by businesses of any scale, significantly optimizing customer experience, building a human-centered business - relying on real feedback and customer opinions. The cloud version of SpeechXplore uses, among other things, the neural network model GigaChat, integrated through the GigaChat API, }}

According to the results of pilot projects, SpeechXplore helps to maintain a full-fledged history of communication with customers in the company's CRM, automates information recording, reducing the post-processing time of communications by 3-7 times. It helps to control the process and sales results, analyze unrealized demand, structure the sales funnel, which leads to an increase in cross-sell of about 40%. In addition, the implemented functionality allows you to obtain various slices: you can import any data into the system to enrich the analysis. The time frame for preparing reports on the efficiency of communications with customers and the efficiency of working with the sales funnel is reduced by an average of 8-10 times.

Artificial intelligence allows the cloud solution to automatically extract the data necessary for the business from a natural, lively, unstructured dialogue: the products and services that were discussed, the needs and facts of sales, the mood and negativity of the client, mentions of triggers, characteristic phrases for specific stages of the dialogue, its results and other parameters. SpeechXplore meets the requirements for the processing and protection of personal data, ensures the safety of sensitive information.

2023: SpeechXplore Presentation

October 24, 2023 Speech Technology Center Group announced the development of SpeechXplore, a domestic solution based on artificial intelligence online processing, research and development of customer communications contact centers in large businesses and. public sectors SpeechXplore uses neural network a model GigaChat integrated through the GigaChat software interface. API

We are announcing the launch of SpeechXplore, an AI solution for research and development of customer communications. Modern architecture and algorithmachine learning have made it possible to increase the speed of processing and analyzing customer calls to the contact center, and analysis tools based on the GigaChat neural network model create additional research opportunities, for example, help to summarize the content and topics of dialogs, assess their performance and tonality. Now all data is aggregated, decrypted and analyzed online, right at the time of the client's request. This allows the operator to provide more accurate responses to queries. Online voice analytics helps not only to respond to client requests, but to predict a change in client preferences. This solution provides the opportunity to manage customer experience, increase economic efficiency and develop the business as a whole, said Dmitry Dyrmovsky, CEO of the CST Group of Companies.

SpeechXplore allows you to simultaneously process thousands of interactions in contact centers of banks, telecom, energy sales and other companies in real time, move from the already familiar analysis of client-operator dialogs to a deep study of the entire array of requests in all possible channels - by phone, in instant messengers, chat bots, voice assistants, social networks. At the same time, among the capabilities implemented in SpeechXplore is the analysis and in-depth study of not only dialogs, but also polylogs. So, for example, it becomes possible to study the entire array of customer reviews, their tonality and volume, including in the format of communication of many participants in social networks.

Speech recognition technology translates all dialogs into text, and SpeechXplore conducts in-depth analysis of 100% of communications. In addition, special approaches to clustering and thematization have been implemented. What previously required a long routine load on operators, analysts, quality controllers is now implemented automatically: if there are several topics, for example, the offer of a new product, refusal of it due to cost or a complaint about write-off, then the system will mark all topics. And clustering makes it possible to calculate and analyze communications that did not fall into any topic, and thus identify new trends. All this is now happening in real time, online. In doing so, all data processing results can be accessed in the customer's BI system in various reports, setting up the granularity to make management decisions as quickly as possible and continuously improve services for the benefit of customers.

This solution helps to investigate the reasons for appeals, identify and predict trends, determine the triggers of negative and positive. The solution is also relevant for managing the load on the contact center and evaluating employees, identifying areas for directed training of operators. Open integration with CRM systems and other external sources will help enrich the data needed to track business-critical continents and metrics.

SpeechXpolre is part of a comprehensive communication management solution of the CST group, which includes dialog assistants, speech analytics, biometrics and algorithms for protecting biometrics from deepfakes.