Call Journey Updates Australian Speech Solution
Call Journey has released version 6.5 of its Australian Language automatic speech recognition environment, a key component of Call Journey's Emotive Voice Streams (EVS) conversation analytics ecosystem.
The upgraded CJ V6.5 features artificial intelligence and natural language processing for greater transcription accuracy, including accents and even jargon unique to Australia.
Aligned to CJ 6.5, there have also been updates to the Call Journey Industry language packs.
"At Call Journey we never stop improving and innovating around our conversation analytics solutions for our major customer markets," said Paul Humphrey, Call Journey's CEO, in a statement. "It is natural that we are striving to ensure we have the best available and lowest word error rate solution for our Australian market. With the new version 6.5 of our local ASR in place, fellow Australians have more confidence and better understanding of what was said and what was the emotion of the conversation."
Thanks to the natural language processing, EVS can transcribe 100 percent of voice interactions from speech-to-text. It also analyses emotion based on the vocabulary used and vocal cues, like tempo, pitch, volume, and cadence. EVS then takes this previously unstructured data and delivers it straight into WordBench, Call Journey's visualization and rules engine platform, or via its data connectivity tool into environments, such as Microsoft Power BI, or the customer's analytics environment.