Since 2009, Speech Technology Magazine has been the premier online destination for comprehensive, independent coverage of information impacting speech technologies. This year LumenVox is proud to have a white paper featured, addressing exactly how businesses can leverage speech technology to take on the Total Experience.
What’s Total Experience? Total Experience (TX) refers to the entire company experience – employee, customer, and user. It takes a 360-degree look at a business to identify gaps and fill them, and it ties the critical pieces together—people and technology.
Now that it’s 2021, reality has set in: The business environment is evolving and doing so rapidly. That means it’s critical organizations stay one step ahead of their customers and their competitors. A business’ technology must evolve in tandem—and that technology needs to address not just the Customer Experience (CX), but the Total Experience.
The truth is, though, that organizations are overwhelmed. Where do they start? How do they know which technology is really going to make an impact?
Speech technology is the ideal starting point because it can empower organizations to shift from enhancing CX to addressing and enriching the Total Experience. In this white paper, we outline exactly how speech technology can address major pain points including friction in the IVR, for employees and customers.
2020 has fundamentally transformed the way we live and work. Organizations, and the technology they use, are adapting at a record pace. The key to successful evolution is organizational agility. Here are four trends that will propel tech into 2021:
Shift to Total Experience (TX). You may have heard the term “multiexperience,” which refers to the shift from a singular screen and keyboard to a multimodal digital world, where technology surrounds you, going from your laptop to your phone to your tablet to your desktop and back again. TX takes that to another level; it keeps in mind each and every player in the experience game—employees, customers, users. Historically, these players have had immersive digital experiences, but they were separate. Imagine how much easier things would be if they were the same? That’s TX. At LumenVox, we are building our speech and authentication technology stack with multichannel and multimodal capabilities to address this demand in the remote workforce and contact center.
In a remote world, TX strategy will create a strong competitive advantage, as organizations with TX will outperform over the next three years.
Invest in Artificial Intelligence. Artificial intelligence is first and foremost a discipline, with any success stemming from an intense daily grind. However, that effort doesn’t always pay off. According to Gartner research, only 53% of projects make it to production, making it essential that companies put the extra time and engineering effort into AI projects. That’s why at LumenVox, Artificial Intelligence has always been a central component of our technology. Our speech recognition and voice biometric algorithms are built upon AI and Machine Learning principles so that our technology continuously evolves. LumenVox also has invested heavily in Research & Development, so we can deliver Artificial Intelligence technology which is robust, scalable, and easily deployed.
Cloud Enablement. At LumenVox, we have been ensuring our technology responds to the demands of multi-cloud environments so that organizations do not have to rely solely upon in-house IT infrastructure. Instead, they can provide their customers with LumenVox software via the cloud. In a post-COVID world, this is critical, as the world now runs remotely.
Prioritize Privacy. Privacy has always been a priority, but now that priority is marked urgent. Data protection legislation is maturing. In 2020 California finally implemented the California Consumer Privacy Act, signed into law in 2018. The CCPA is one of several state-mandated regulatory policies the US has implemented. Similar regulations appear in other countries whose model has been Europe’s GDPR rules protecting consumer privacy. This requires organizations to put more stringent controls in place to guard against threats and to protect users’ privacy. LumenVox provides advanced voice biometrics to add robust layers of security for organizations of all shapes and sizes, safeguarding sensitive business and consumer information.
In summary, it’s important for any business to always look ahead. The more a business looks toward the future in tech, the more it cannot just adapt and survive, but also thrive. LumenVox’ chief aim for 2021 is to assist businesses in their advancement by directly addressing these trends in voice technology.
Learn more about our full suite of technology here.
LumenVox, a leading global provider of speech and authentication technologies, has officially partnered with the Austrian company fms/Austrosoft. fms/Austrosoft is the technology leader in elaborate dispatch system for taxi and car rental in Europe and has integrated LumenVox’ voice technology into fms Callbot for networked and digital telephone ordering.
fms/Austrosoft has been working for more than 35 years to continuously improve the dispatching service by optimizing the ordering experience for customers. In doing so, the company, just like the mobility industry, is constantly facing new challenges that are mastered with its own know-how and a technology partner like LumenVox.
The hardware and software solutions from fms/Austrosoft are aimed at all participants in the dispatching process. This includes the initial booking by the ride customer, the dispatching by the taxi center and the final order processing by the driver. To take the initial booking interaction via taxi call centers to the next level, the IT experts at fms/Austrosoft developed the fms Callbot with integrated voice solutions from LumenVox.
This is the digital agent for the 21st century, enabling networked and digital telephone ordering to provide the passenger with a completely new ordering experience. Whether it is an instant order or a pre-order, the fms Callbot seamlessly transitions the passenger from the analogue to the digital world.
As an official reseller of LumenVox, fms/Austrosoft offers its customers direct access to LumenVox’s entire voice and authentication portfolio with the fms Callbot. This includes:
Accompanying the publishing of the third annual Intelliview Report entitled, “2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges” by Opus Research, a webinar “The New Authentication Ecosystem: A Primer,” outlined the research findings and insights, and discussed several key themes addressing voice biometrics, fraud detection, digital orchestration, and continuous authentication.
LumenVox’ Chief Revenue Officer, Shawn Edmunds sat alongside industry experts, Dan Miller and Derek Top of Opus Research, and Matt Smallman of SymNex Consulting to educate enterprise decision-makers who want to identify authentication solutions that remove friction from authentication processes.
The discussion speaks to enterprises who are looking for solutions that involve zero or minimum effort on the part of the customer, while still establishing a trusted communications link with their brand. These enterprises want technology that addresses the top needs and priorities of the end customer, improved satisfaction, and greater security.
The panel focuses on the now urgent issue of environment. In a post-COVID world, there has been a major shift. There is now the requirement of an ecosystem that can adapt and scale at lightning speed. They also answer several key questions from the end user’s perspective: Does voice biometric and other technology work? Will it scale? Will end-users use these services and be happy with the experience?
Other key takeaways include:
A timeline and continuum of Intelligent Authentication (IAuth)
An outline of voice technology decision rules
Trends in IAuth, for employees and consumers
The impact of COVID and fraud on IAuth
LumenVox’ unique position in the voice technology market
As the Intelliview report demonstrated and the webinar highlights, LumenVox’ technology, available for both on-premise and cloud deployments, stands as a leader of voice technology–not only creating a better customer experience but also adding trusted layers of security.
LumenVox is pleased to announce that we have partnered with jtel Germany, a leading provider of advanced contact center solutions. This alliance leverages jtel’s solutions with LumenVox’ complementary, best-in-class speech technology.
LumenVox and jtel focus on delivering outstanding customer experiences through the contact center. Operating mainly in Europe and providing professional support in Germany, Austria and Switzerland, jtel specializes in contact center automation development and omni-channel interactions. With jtel’s long-standing commitment to streamlining customer interactions, increasing productivity, and creating deeper customer relationships for businesses around the world, this partnership will accelerate and expand the use of speech technology to improve operational efficiency, increase customer satisfaction and reduce fraud for organizations around the globe.
As a recognized partner of LumenVox, jtel offers its customers streamlined access to LumenVox’ entire speech and authentication portfolio, including:
Call Progress Analysis, which allows the recognizer to analyze speech and automatically discern appropriate timing for outbound telephony campaigns and notifications.
Voice Password, an active voice biometrics platform which authenticates customers using text-dependent voice biometrics.
Passive Voice Biometric Authentication, a passive voice biometrics platform which authenticates customers independent of a phrase, so it can occur naturally in conversation with a live agent.
Fraud Scanner, a cutting-edge fraud detection tool to identify fraudulent activity using state of the art voice biometrics.
As a jtel partner, LumenVox can now provide skills and technology to deliver outstanding customer service to any organization. The partnership ensures consistent integration and exceptional support to meet the unique and individual needs of jtel customers.
The development of Automatic Speech Recognition techniques continues to accelerate. Already an established technology, Automatic Speech Recognition is growing by leaps and bounds each year, especially as artificial intelligence contributes to evolution. A crucial building block of artificial intelligence is deep learning.
What is Deep Learning?
Deep learning refers to the process of a computer model learning how to do classification tasks by example, directly from audio, text, or images. These models are trained using very large sets of data and neural network topologies with many hidden layers, to which the word “deep” refers. Deep Neural Networks can achieve state-of-the-art performance in many different fields, even exceeding human-level performance on some of them.
What are Neural Networks?
More specifically, neural networks are a series of algorithms, whose job it is to identify relationships within a set of data, a process that simulates the way a human brain identifies underlying connections. When it comes to speech technology, neural networks enable us to push the limits of speech recognition.
Which Neural Network for Automatic Speech Recognition?
Deep Neural Networks are transforming the way humans interact, playing an important role in the technological revolution of artificial intelligence. At LumenVox, our Research and Development team is currently utilizing Time Depth Separable Convolutional Neural Networks (TDS CNN).
Convolutional Neural Networks are advantageous for a few reasons: They are computationally efficient, making them highly useful for mobile applications, and they have fewer knobs to toy with, fewer parameters to adjust. That means LumenVox customers get an ASR engine with greater speech recognition accuracy without requiring more compute performance, encouraging greater efficiency and performance.
LumenVox’ deep learning technology is applied to many of our technologies, including Automatic Speech Recognizer, Natural Language Processing, and Voice Biometrics. To learn more about our comprehensive stack, or to take an even deeper dive into deep learning, contact us today!