Conversational AI for Contact Centres
Lots of meaty technology updates in our Under the Hood section this week. One theme we’re observing is the expansion of Conversational AI globally with news from Australia and India.
Also our second discovery of human-like conversational AI for contact centres — that space is set for major disruption. The proof is in the pudding though — we’ll have our ears close to the ground for business impact case studies!
Leading the Pack
Ultra-human-like conversational AI in call centres
2018 was the first year we started hearing human-like conversational automation with Google Duplex. What has impressed us is the rapid follow-on by smaller companies to emulate this astonishingly smooth capability. Last week we came across Gridspace Grace, which is the second product we’ve come across that has human-like conversations from a contact centre.
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Making an Impact
Voice-first is not voice-only
Interested in the rise and rise of voice in Australia? You’re in luck! Voicebot.ai has released their 2019 Australia Smart Speaker Consumer Adoption Report, which is chock-full of insights.
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Under the Hood
Important update from top open source NLP library
The latest version of spaCy (a popular open source NLP library) has been released. Updates include: language model pretraining, improved rule-based components, and more.
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Open source language understanding for India
Analysing text and picking out key components from it is the bread-and-butter of conversational AI. Have a look at how Haptik is trying to tackle this problem for Indian languages with Named Entity Recognition (NER).
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For better speech recognition, just add noise
At this year’s International Conference on Acoustics, Speech, and Signal Processing, Amazon Alexa researchers are presenting a semi-supervised-learning approach to improving speech recognition performance — especially in noisy environments, where existing systems can still struggle.
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Numbers that Matter
Boost.ai customer care chatbot goes global
Another great signal of confidence in conversational AI: Norway-based Boost.ai, developer of conversational AI for financial institutions, is leveraging its $5M strategic investment to expand to the US and beyond.
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