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Call Journey Releases U.K. English Language Model

Call Journey, a provider of conversation analytics solutions, has launched its U.K. English Language Model, which allows its technology to transcribe the English language, including accents and industry jargon.

"In just a few years, Call Journey has become a global market leader in the conversation analytics space as we continue to further grow and develop, helping more businesses not only in the U.S., Canada, Australia, and New Zealand, but now, in the U.K. as well," said Call Journey CEO Paul Humphrey in a statement.

With Call Journey's artificial intelligence-powered solution and its proprietary ecosystem, Emotive Voice Streams (EVS), organizations can now transcribe 100 percent of their voice interactions from speech to text. Thanks to advancements in natural language processing, EVS offers out-of-the-box transcription accuracy and an open architecture that allows users to consume previously unstructured data (recordings) in either Call Journey's free conversation analytics software or in their own analytics environment. The technology also analyzes emotion based on vocal cues like tempo, pitch, volume and cadence; and sentiment based on the vocabulary used.

EVS data output also provides confidence scores for each word spoken, as well as for the overall call. This allows the user to remove low-confidence scores, utterances, or words for a higher-quality data set or to improve the accuracy for things like product names, industry terms, competitors' brands, etc., with field tuning.

Call Journey is a speech partner of many organizations, including Genesys and SAS.

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