Sberbank’s Speech Technology Center has announced that its speech recognition and analytics technology can now be delivered through the cloud. The migration will make its enterprise-level solutions more readily available to small and medium-sized organizations.
The solutions should be appealing to companies hoping to automate their call center activities. The Technology Center notes that the majority of call center interactions are relatively straightforward and simple requests. For example, people may be asking about the availability and cost of a specific item, or checking on the status of a delivery.
With speech recognition, companies can automate many of those interactions to reduce the burden on human call center operators. The Technology Center’s tech can also transcribe voice calls and then analyze them to generate more actionable data for an organization that wants to improve its customer experience.
The Speech Technology Center’s offerings can be deployed across multiple channels, and can support IVR and chatbots in addition to live call center operations.
“The load on contact centers has increased many times over. Modern solutions based on artificial intelligence alleviate the burden,” said Speech Technology Center CEO Dmitriy Dyrmovskiy. “The migration of voice analytics to the cloud changes the way Speech Technology Center delivers its expertise to customers, which helps business adapt, and we are pleased to support this process on a technological level.”
Sberbank has been a consistent advocate of biometric technology in the financial world, and previously took a 25.07 percent stake in VisionLabs, which specializes in facial recognition. The latest announcement also reflects the growing interest in speech analytics. Verint recently provided similar services for the VyStar Credit Union and the RCBC Bankard call center in the Philippines, while the speech recognition startup Deepgram will use $12 million in Series A funding to develop its own transcription and analytics solution for the enterprise.
April 27, 2020 – by Eric Weiss