Ydilo Launches ASR System for Call Centers

Ydilo, a provider of advanced voice recognition technologies to contact and managed services centers, today launched Ydilo Speech Assistant (YSA), a natural voice recognition system that will allow contact centers, managed service centers, and other call management facilities to receive and process many more calls using integrated voice response (IVR) technologies.

The new YSA system delivers the next level in complex natural language recognition and can be integrated with existing IVR systems to drive down situations where calls have to be forwarded through failed processing and where calls cannot be processed due to mother tongue issues.

The Ydilo Speech Assistant (YSA) solution can integrate with any existing IVR systems to enhance and optimize speech recognition, including natural language, and improve the overall efficiency of the IVR solution itself. Customer satisfaction will increase, and with that, service acceptance of the IVR solution as a viable customer services channel.

Complex natural language interactions that IVR systems may find more difficult to interpret can be picked up intelligently by YSA and redirected to either the right place within the IVR system for it to respond correctly and satisfactorily, the right specialist contact center or agent. This way the YSA solution significantly increases the success rate with IVR systems.

“The YSA solution is the result of Ydilo’s expertise in natural language recognition technologies, together with a profound understanding of the complexities that IVR systems contend with," said Jerónimo Gómez Sarralde, director of contact center solutions at Ydilo.

“Of course, it was primarily designed with end users in mind, to help them transparently use advanced voice IVR systems comfortably and confidently by improving natural language recognition," he continued. "Companies will notice that caller interactions are managed more successfully with far less intervention from a specialized human agent.”