CST: Speech Analytics Service for Small and Medium Businesses

Main articles:

• Speech Recognition (Technology, Market)
• Speech technology: from recognition to understanding

2021: Launch Voice Analytics Service

On November 10, 2021, the CST group and the Evotor IT company (part of the Sber ecosystem) announced the launch of a voice analytics service for small and medium-sized businesses. The CST Group has developed a solution for Evotor smart terminals.

The service allows you to increase sales, analyze an employee's conversation with customers, evaluate how polite and competent employees are, whether they comply with sales scenarios and service standards. The application does not require additional settings and special knowledge, is easy to use and is affordable. Special attention was paid to security: the solution is reliably protected - both physically and programmatically, works with impersonal customer data and does not pose a risk of compromising them. The service will be in demand from small chains of coffee shops, gas stations, mini-markets and other businesses that control service standards. A beta version of the service has already appeared in the app store "Evotor.Market."

{{quote 'author = said Dmitry Dyrmovsky, CEO of the MDG group of companies. | When creating the service, we used speech recognition technology, which works, even if the client or cashier speaks indiscriminately, in a situation of domestic noise. We made the solution as simple as possible: key options are available 'out of the box' and do not require special knowledge, templates are already pre-built. And most importantly - full integration with the equipment of cash desks, in which microphones are already embedded - no additional actions will be required here either.}}

The peculiarity of the development is that now a tool that has proven efficiency in a large business is becoming available to SMB - small and medium. Just like in a large business, service users from small and medium-sized businesses notify their customers about recording dialogues, traditionally these are information messages, signs, in this case - in the cash zone. Especially for Evotor smart terminals, the CST group has developed a new model of speech recognition and optimized it for working in high noise conditions in cash zones. Using microphones built into Evotor, the application records dialogs of employees (sellers, cashiers, administrators) and customers at different stages of service, then dialogs are converted into text and analyzed by many algorithms. The result of the analysis is available to the entrepreneur in a simple and understandable report. Reports are generated based on keyword and expression analysis. Ready-made basic and specialized cases developed by CST experts are already in place. Among them: control of uncomfortable vocabulary, greetings and farewells, verification of contact, courtesy compliance, presentation of the product and mention of shares and loyalty programs, as well as control over the issuance of checks - which is so sensitive for the owner of the business. You can evaluate customer reactions to promotions, special offers.

For advanced users, a rating tool is available in the system: each employee is assigned a rating depending on how he worked at various stages of service (greeting, identification of needs, delivery for purchase, etc.). Speech analytics results help you quickly respond to service problems, identify employee incompetence, encourage and develop best practices, and improve sales techniques.

The CST Group's voice analytics are cloudy infrastructure-based, SberCloud providing high fault tolerance and system responsiveness.

{{quote 'author = noted Andrey Romanenko, CEO of IT company "Evotor." | Speech analytics is a service for entrepreneurs who want to develop and manage business efficiency. In competition with large business, the quality of service comes to the fore, which is becoming more difficult to control with the opening of new points. Customer loyalty has been developed for years, and you can lose it due to one system error in service or a "human factor." The service, developed jointly with the CST, helps not only to quickly identify and eliminate such errors, but also to improve the effectiveness of communications with the buyer. We are working on integrating CST speech analytics into big business devices that we expect to launch already in this 2021,}}