AI/ML

Xavient Launches Speech-To-Text Analytics Platform AMPLIFY For Full Customer Experience Visibility

AMPLIFY is a real-time speech-to-text analytics platform that provides a powerful solution for full customer experience visibility

Xavient Information Systems, a US-based provider of digital IT solutions and consulting service, today announced an analytics platform for improved B2B customer experience and loyalty. Branded as AMPLIFY, it is an AI-driven analytics platform that converts customer interactions aggregated from various channels, including speech, into intelligent patterns, detects issues, and drives recommended actions.

Saif Ahmad, President of Xavient Information Solutions, says —

“AMPLIFY, with its AI-powered deep learning analytics engine, enables enterprises significantly improve its customer ’empathy’ with a reliable probability model that exceeds the ability of any single customer service representative.”

In recent months, marketing technology innovators have shown an increased interest in creating AI-based tools to help marketers deliver flawless customer experience with higher levels of personalization. AMPLIFY by Xavient is a vital technology in customer experience category owing to its multi-fold benefits, including increased productivity and Net Promoter Scores in call centers.

Xavient’s AMPLIFY was developed in the United States, in the company’s AI Lab and is based on Large Vocabulary Continuous Speech Recognition (LVCSR) technology. The product features the ability to interpret a diverse vocabulary, and is more human-like in its ability to understand and interpret data. AMPLIFY was designed to aggregate countless threads of customer interactions – be it chat, tweet, email, voice mails, voice transcripts, payment habits or logs and social feeds – into a single, all-encompassing data stream on which companies can mine information to better compute-serve customers.

Improve the Outcomes of Customer Experience Campaigns Exponentially 

Marketers can build campaigns to proactively reach out to the unsatisfied customers, thereby reducing churn. They can also identify personalized up-sell opportunities, decreasing misdiagnosed issues. The outcome of deploying AMPLIFY is seen as an increase in the number of delighted customers.

Ahmad adds, “Because we use machine learning-based algorithms, it continuously learns from call centers and other customer interaction channels. It uses this experience to improve the outcomes exponentially and prompts customer service reps to take the next best action.”

Quick Deployment with Enhanced Add-On Features

AMPLIFY can be implemented with customized features based on the enterprise’s needs. The deployment of the AI-powered technology includes dynamically improved troubleshoot techniques with alternative suggestions and appropriate product-add-ons.

AMPLIFY can be integrated with existing enterprises’ infrastructure, or can be customized based on the enterprise’s needs. Because AMPLIFY is built on open source technologies, it can be implemented easily and cost effectively into existing enterprise IT architectures. AMPLIFY will also be available as a cloud service on Amazon Web Services.

Real-Time Sentiment Analysis with Best Next-Action Insights

A major, positive business outcome delivered by AMPLIFY is its ability to deliver to enterprises total visibility of its customers’ sentiments in near real time by analyzing all the calls it receives. Today, most call centers perform quality assurance only on a small percentage of their calls because of the prohibitive  cost of their current voice processing infrastructure.

AMPLIFY will be offered as a cloud-based, on-premise, batch or real-time service in three levels —

  • Bronze Level service will include high-accuracy, voice-to-text transcription in batch mode
  • Silver Level service will include the Bronze Level service in near real time and sentiment analysis
  • Gold Level service will include Silver Level service, plus integration to drive next-best action, care prioritization and omni-channel initiatives

“The top priority for all enterprises in the digital economy is to innovate and enhance the ‘Customer Experience Architecture,’ and Xavient Labs’ innovation with AMPLIFY underlines our alignment with that goal. Our customers are delighted at the prospect of improved customer interactions and predictable behavioral modeling which AMPLIFY can bring to bear for them at a significantly lower cost of ownership,” said Rajeev Tandon, CEO of Xavient Information Systems.

Xavient is also offering AMPLIFY’s API to small and mid-sized businesses for their voice-to-text transcription needs.

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