Fonetic has launched its Linguistics Voice Platform to integrate unstructured voice data into business processes for actionable knowledge. Bringing together speech analytics, sentiment analysis, and unstructured data, the Fonetic Linguistics Voice Platform captures, indexes, analyses and extracts relevant data from all voice, email, and chat interactions to detect opportunities for business improvement.
The new Fonetic Linguistics Voice Platform powers a multichannel, multilanguage solution that decodes caller behavior and makes recommendations on how to act, transforming voice interactions into meaningful, quantifiable and actionable knowledge about a brand, product, or service. As part of the platform launch, Fonetic also announced three new solutions for compliance, interactive voice response (IVR) and big data analytics.
Fonetic’s linguistic-based approach combines speech recognition with natural language disambiguation across up to 79 languages and dialects.
The new solutions powered by the Fonetic Linguistics Voice Platform include the following:
- SPi Compliance Financial institutions and their trading floors are heavily regulated environments where new compliance frameworks such as Dodd-Frank Act and MiFID II are being imposed to increase transparency in financial transactions. Fonetic SPi Compliance looks directly into the trading floor audio patterns, detecting languages, pronunciations and accents, to actually understand calls from the trading floor and detect potential compliance risks before they occur.
- Human IVR The cost savings in serving large volumes of calls has too often been at odds with the desire to deliver a positive customer experience. Fonetic Human IVR uses a humanized language system to enable customers to freely speak about their reason for their call and avoid forced categorization through pre-programed automated options, significantly improving the accuracy in routing the call, increasing customer satisfaction while saving costs.
- BIZ Analytics While millions of customer calls are made and recorded “for training purposes”, in reality the business intelligence in these customer interactions is rarely captured, listened to or understood. Fonetic BIZ Analytics can customize any speech analytics tool, quantify and structure what is an otherwise unmanageable amount of information contained in a customer’s voice and converts it into actionable information for business decisions. BIZ Analytics develops assets, sectorial grammars and artificial neural networks to learn and self-teach understanding of not just what is said, but what is actually meant by the customer.
"The voice of the customer is the clearest indication a company can have into its customer experience or representation of the brand, but too often it goes unheard and not listened to," said Juan Manuel Soto, CEO of Fonetic, in a statement. "However, really listen and you can start to identify actionable insights that can help to start manage risk before it impacts your business. Building on over five years of experience working with some of the world’s biggest banks, telcos and insurance companies, Fonetic is leading the way in using Voice Management technology to decode customer behavior and develop business solutions based on optimizing customer interactions."