Xavient Launches Near Real-Time Speech-To-Text Analytics Platform To Improve Customer Experience For Enterprises

PRESS RELEASE: Xavient Information Systems, a leading global provider of digital solutions and IT services, announced the launch of AMPLIFY, an artificial intelligence-powered analytics platform created to improve customer experience and loyalty in major enterprises.

Xavient’s AMPLIFY converts customer interactions aggregated from various channels, including speech, into intelligent patterns, detects issues, and drives recommended actions. The benefits include increased productivity and Net Promoter Scores in call centers, proactive outreach to dissatisfied customers, thereby reducing churn, identifying personalized upsell opportunities, decreasing misdiagnosed issues, and increasing the number of delighted customers.

Solutions vary based on the enterprise’s needs, and include dynamically improving troubleshoot techniques and even suggesting alternative or additional products and services, where appropriate.

“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,” said Saif Ahmad, president of Xavient Information Solutions. “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.”

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 omnichannel initiatives.

AMPLIFY can be integrated with existing enterprises’ infrastructure, or can be customized based on the enterprise’s needs. Because AMPLIFY is architected 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.

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 computserve customers.

“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 pleased to offer AMPLIFY’s API to small and mid-sized businesses for their voice-to-text transcription needs.