Integrated DNN Technology in Enterprise IVR to Amplify Customer Self Service Portal

By CIOReview | Tuesday, September 1, 2015
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CAMPBELL, CA: In order to improve customer engagement offerings, [24]7 has announced new customer enhancement platform   with speech recognition enhanced by Microsoft’s DNN technology.  The new release integrates Deep Neural Networks (DNN) technology in enterprise Interactive Voice Response (IVR).

DNN is an artificial neural network with multiple hidden layers of units between input and output layers. It is tailored as feed forward networks where the information moves in only one direction, from the input nodes, through the hidden nodes and to the output nodes. DNN can be applied for language or acoustic modeling applications. [24]7 will leverage Microsoft’s automatic speech recognition-DNN technology and speech science that is utilized in Microsoft products, including Cotana and Xbox. By integrating speech recognition enhanced by DNN into enterprise IVR, [24]7 helps organizations to switch their IVRs core to self-service portal, reducing cost involved in contact center.

The new platform will empower companies with increased accuracy in voice recognition, where they can understand customer’s queries more precisely, while witnessing hike in client application tests for various languages. "[24]7 has been an early innovator in applying advanced predictive modeling and data analytics to customer engagement. With the increasing proliferation of mobile devices and branded mobile apps, we know that more difficult journeys will go to self-service, so major companies need these next generation solutions to meet customer expectations effectively," says, PV Kannan, CEO, [24]7.

According to Gartner report, within two years major customer service organizations will no longer depend on human intermediary. To understand the spoken words, which often consists of background noise, accents and dialects, DNN technology needs to follow the human brain. In this verge the new [24]7 Customer Engagement platform trains with analyses from more than 10 billion speech discourses from Bing search, Xbox and Windows Phone. Further, it utilizes analyzed speech discourses for enterprise self-service IVR interactions allowing customers to effortlessly complete their transactions in the IVR.