VS Robotics Speech Analytics

The main articles are:

• Biometric identification technologies
• Voice biometrics
• Call Center: Purpose, Types, and Tasks

The voice analytics system from VS Robotics allows you to increase the efficiency of the contact center and increase sales. At the heart of the call analysis system is a speech recognition module. Transcribing telephone conversations allows you to work with accumulated statistics and analyze in detail the work of call center operators. VS Robotics will customize the reporting system to meet customer requirements. The result is a tool for assessing the work of contact center personnel and monitoring compliance with conversation scripts. The speech analytics program will be especially useful in sales and quality control departments to increase the conversion of telephone consultations into transactions and maintain customer loyalty at a high level.

2023

Automate the process of evaluating dialogs in speech analytics

VS Robotics has automated the call assessment process in the voice analytics system to improve the efficiency and accuracy of the quality control process. The company announced this on November 1, 2023.

The voice analytics system from VS Robotics provides in-depth analysis of 100% of customer conversations. This allows you to quickly identify and eliminate even the rarest errors in the work of operators that have a significant impact on the business. For example, during listening to one conversation for 3 minutes by a quality control specialist, the voice analytics system estimates 10 thousand calls.

In addition to the high speed of evaluating dialogs, another feature of the function is the ability to quickly customize a personalized dashboard with results. With it, you can track key markers and quickly respond to errors.

{{quote "So far, Quality Control has spent a lot of time listening and manually evaluating each conversation. Auto-evaluation greatly simplifies this process and frees specialists from monotonous work, allowing them to focus on solving more complex problems. This helps to optimize customer service and increase the level of comfort and motivation of employees, "said Dmitry Teplitsky, head of VS Robotics. }}

Integration of Cluster Data Analysis Technology

The VS Robotics voice analytics system integrates cluster data analysis technology. This was announced on July 19, 2023 by Voice Systems Robotics.

The VS Robotics voice analytics system provides in-depth analysis of 100% of customer conversations based on speech and emotion recognition technology. The advent of cluster data analysis in the system will allow companies to improve their customer service strategies, better understand their preferences, pain points and behavioral models.

The developed technology automatically structures and analyzes large amounts of voice data, determining the most common causes of calls and customer responses to contact center operators. This allows you to identify the most important parts of conversations with customers and not take into account less significant fragments of conversations, which makes the analysis more accurate and effective.

The use of clustering in working with voice data will allow companies to improve interaction with customers, provide a more personalized approach, actively respond to customer requests, quickly solve problems and, ultimately, increase their satisfaction, - said Dmitry Teplitsky, CEO of VS Robotics.

The technology will be especially relevant for industries such as customer support, market research, telemarketing, as well as problem debt collection, where understanding customer needs and predicting responses are of particular importance.

2022

AI Script Generator for Robot Operator

VS Robotics introduced an AI script generator on November 29, 2022, which significantly reduces manual labor when creating scripts for voice robots.

As a rule, a methodologist and a scriptologist are involved in the process of creating a voice robot script. The task of the methodologist is to build a script scheme by listening to the initial records of conversations between live operators and subscribers and determining the most frequent phrases and dialogue states. The scriptologist then generates a script in the robot language. According to preliminary estimates, the use of an AI generator reduces the time spent creating a script by 12 times.

The AI generator minimizes the use of human resources when creating a script, as a result of which the financial costs of its development are reduced. This also affects the reduction in the cost of the service itself and makes the robot operator available not only for large businesses, but also for medium and small ones, - said Maxim Ovsyannikov, director of information technology at VS Robotics.

The general principle of the AI script generator is to transcribe audio recordings of conversations and further build a dialogue graph based on the received data. Information can be loaded into the AI generator from the voice analytics system from VS Robotics, which allows you to select the best dialogs, which are then transformed into a script template for the robot operator.

Integration with SaluteSpeech Platform

The speech recognition technology of the SaluteSpeech platform, developed by the SberDevices team, is integrated with the voice analytics system from VS Robotics, which increases customer efficiency and increases sales to the business. This was announced by Sberbank on November 22, 2022.

The VS Robotics voice analytics system allows you to conduct in-depth analysis of conversations with customers and assess the quality of work of call centers operators, hotlines, sales or quality control employees, technical support, as well as monitor the progress of advertising campaigns and marketing promotions.

Speech analytics is based on speech recognition. It is the quality of transcribing operators' dialogues with customers that allows us to continue to effectively work with the accumulated information and receive the insights necessary for the business in order to improve customer experience, change the strategy of work in a timely manner and influence the level of sales. Integration with the SaluteSpeech platform allowed the system to find any speech turnover with high accuracy and increase its speed.

In addition to the high quality of recognition, SaluteSpeech can filter background noise, determine the end of a statement, place punctuation marks, and not only in online communications, but also through offline channels. For example, when using SmartBadge, a conversation between a sales floor employee and a client is recorded, which is subsequently decrypted and analyzed by the voice analytics system. Also, an important role is played by the platform's ability to determine three emotions (positive, negative, neutral) of a client or operator for each phrase they utter. This allows the business to quickly respond to the client's mood to reduce outflow and increase loyalty, find best practices in dealing with conflict.

For speech analytics, recognition is, of course, the basis, and its quality affects the subsequent result of all the work of the system. The SaluteSpeech platform has high quality speech recognition and is one of the fastest on the market. The company does not stop there and continues to improve its platform, training its models on a large amount of data. SberDevices even has a special bot that converts voice and video messages in Russian into text format so that everyone can evaluate the quality of the technology at any time, noted Denis Afanasyev, Director of the B2B-products division of Salut SberDevices.

It is especially important for businesses to hear the client and effectively anticipate his constantly changing needs - this is a key driver for the development of speech technologies. With SaluteSpeech, the VS Robotics voice analytics system analyzes customer conversations more quickly. This is the result of another collaboration with the SberDevices team to improve the functionality of IT solutions. The application of the agile approach made it possible to implement the project in a short time - four months, said Dmitry Teplitsky, head of VS Robotics.

The integration of the VS Robotics voice analytics system with the SaluteSpeech platform made it possible to provide customers with alternative technological capabilities and speed up the launch of most projects. The system is already available for implementation by customers.

2021: Creation of technology for determining burnout of contact center employees

On November 9, 2021, the VS Robotic team developed technology that predicts burnout or dismissal of contact center employees. The technology was tested at the company's own call center and reduced staff turnover by 13%.

The technology is based on a mathematical model built on the emotional characteristics of the operator's speech - the number of promises made about payment, the number of negotiations, days of inactivity, his emotions during the call - and lexical analysis of the text of the conversations. The results of the pilot showed the ability of the model a month before the actual departure from the company to identify 70% of resigned employees and 95% of employees who are close to burnout.

The whole world went online, people communicate mainly remotely, the load on call centers has increased and the quality of telephone communications has become of particular importance. As a result, the problem of burnout of employees engaged in daily routine negotiations with customers has become acute. This condition reduces work efficiency and significantly increases the risk of dismissal. We conducted the study and identified a clear correlation between speech patterns and an employee's emotional state and their subsequent burnout or dismissal. Based on these conclusions, we have built a model that can predict psychological exhaustion with a high level of reliability, which allows us to take action on time, prevent burnout and not lose an employee, "explained Dmitry Teplitsky, CEO of ActiveBusinessConsult.

The technology of determining emotional burnout is an independent product, and is also part of the comprehensive solution "Speech Analytics" from VS Robotics.