Enabling Deeper
Human Connection
Through Emotion Cognitive AI
Bridging the communication gap by analyzing emotional intelligence from speech.
Creating Meaningful
Conversations with AI
We are at the forefront of human communication in a groundbreaking era. Driven by cutting-edge AI technology, we go beyond words, diving deep into the intricacies of human expression. Understanding emotions, assessing behaviors, and predicting intent, we unlock the essence of every interaction. Our transformative impact spans various industries, from strengthening security and defense operations to redefining contact centers and empowering financial institutions with invaluable insights. With our innovative approach, we reshape the way connections are made and understood, ushering in a new era of communication.
Awarded Use Case Leader in Gartner’s Maverick Research Report
We’ve created the fastest-evolving and most robust Emotion Cognitive AI, ready to add to an array of software solutions.
Financial Services
A leading European bank with more than 653 physical locations and over 13,000 employees is utilizing the power of AI-Mediated conversations to enhance debt repayment, elevate customer experience, and optimize the call success rate per agent.
Utilities
A leading power company in SE Europe, who plays a key role in providing electricity to the region through its power plants, is using AI-Mediated conversations to increase revenues and boost agent performance.
Defense & Intelligence
Emotion and VoiceAI transform governments' capabilities worldwide with groundbreaking technology. Utilize vocal analysis to decipher emotions, intentions, and stress levels in any communication. With unparalleled precision, gather intelligence, identify threats, and screen personnel. With VoiceAI, security is revolutionized from critical situations to daily interactions, making the world a safer and more resilient place.
Results That Speak For Themselves.
- 17% average increase in Revenue for Collections
- 8% increase in Positive Up-Sell & Cross-Sell Outcomes
- 20% increase in Agent Productivity
- Agent Optimization & Schedule Forecasting
- 8% improvement in Average Handle Times
- 7% improvement in First Call Resolutions
- 10% reduction in Repeat Calls
- Equal Agent Call Load
Our Core Technology
Experience award-winning technology recognized with 6-time gold in the prestigious interspeech challenges, having achieved exceptional human interaction understanding and computational paralinguistics performance. Backed by extensive research publications, our cutting-edge solution offers unparalleled benefits to diverse sectors. Whether it’s law enforcement, intelligence agencies, financial institutions, call centers, or healthcare, we equip organizations with a deep insight into human intentions and behaviors.
Engine Outputs
Please note this is not an exhaustive list of outputs*
Tonal Interactions
- Speaking Rate
- Tone Variety
- Speaking Time & Turns
- Active Listening Time
- Silence & Overlap Ratio
- Speaker Gender
Behavioral Cues
- Arousal /Strength
- Positivity/Emotional Valence
- Politeness
- Anger/Happiness
- Sadness/Frustration
- Engagement
Cross-Industry KPIs
- Intent Prediction
- Call Level Empathy Scoring
- Agent Engagement Monitoring
- Duress and Stress Detection
- Mental Health Monitoring
- Vocal Biomarkers for Pathologies
Deep AI & Multi-Task Learning
Behavioral Signals technology harnesses a blend of machine learning techniques to deliver multifaceted behavior predictions. This incorporates cutting-edge Deep AI, recognized for its exemplary performance in public emotional speech databases (as presented at Interspeech 2018, 2019, 2023 and ACII 2023). Additionally, Multi-Task and Transfer Learning are employed to adeptly leverage domain-specific and user-centric data, facilitating automatic learning across diverse users and domains.
Discovery
Detailed customer and agent profiles are meticulously crafted by capturing and analyzing behavior and emotion metrics from their previous interactions. These profiles provide valuable insights into the unique conversational characteristics of each individual.
Evaluation
Utilizing a sophisticated predictive model, the data is intelligently assessed to strategically match customers with the most compatible agents. The ultimate objective is to facilitate seamless interactions and elevate overall customer satisfaction to new heights.
Recommendations
To further fine-tune the process, Emotion-Cognitive AI technology is harnessed. This powerful tool allows the predictive model to delve deeper into the emotional states and intentions of both customers and agents. As a result, the model can make highly accurate recommendations for specific interactions, leading to optimized Key Performance Indicators (KPIs) and improved overall performance.
75-Dimension Profiling
Every speaker is comprehensively profiled across 75 dimensions, capturing from speaking rate nuances to intricate intonation variations. These metrics emerge from a sophisticated, multi-layered analysis of the speaker’s voice. Crafted with precision, they power the efficiency of our all-encompassing AI-MC solution, adaptable to a vast array of industry applications.
Real Stories, Real Impact
“Interactions between well-matched agents and customers appeared to be much smoother overall. It’s impressive! While walking around in the call center, one can immediately tell the difference, the level of tension in their interactions is considerably lower.”
- EU National Bank Executive
Industry-Specific
Case Studies
Human communication is a complex process. It depends on not just the words being spoken, but also the way the words are expressed.
Traditional NLP and Voice Interaction offerings focus on what is being said. We introduce the ability to understand how something is being said.
We understand human emotions, deduce speaking styles, assess behaviors and predict intent via signals generated exclusively from the ‘tone of voice’
Boosting Sales Call Success Ratios
Client: European Bank
Campaign: Restructuring of Non-Performing Loans
Results:
– 20.1% increase on Active Debt Restructuring Applications
– 7.6% Fewer Calls
– $7.5 M USD in restructured debt
– $1.5 M Projected Upside per agent
– $300 M Total Restructure Debt
Boosting Sales Call Success Ratios
Client: Business Process Outsourcing Organization
Campaign: Outbound, Inbound, Winback, Targeted Marketing
Results:
– 18% Increase in Sales
– 8% Decrease in immediate refusal sales calls
Boosting Agent Call Success in Utilities Revenue Recovery
Client: European Power Corporation
Campaign: Optimize Collections Process
Results:
– 11.6% Increase on positive revenue recovery payments
– 95% Improvement in Call Success, across all agents
– Calls evenly distributed among agents
Boosting CSAT Scores Across Multiple Sales Channels
Client: Across Multiple Clients
Campaign: CSAT Improvement
Results:
– 4.74% – 19.84% CSAT in Sales
– 3.07% – 15.18% CSAT increase in DBA
– 3.04% – 15.03% CSAT increase in Customer Support Services
Let your data work for you. Not the other away around.
Our intuitive user interface is designed to provide the most comprehensive and insightful summary of your data. From data visualizations and analysis, user training, and dashboard reports, we work to ensure that the user interface of our products meets the same expectations and satisfaction as the technology itself.
Our collaboration with top-tier brands and industry leaders showcases our dedication to excellence and innovation.
Our success is built on trust, reliability, and data privacy. We distinguish ourselves from the competition by prioritizing transparency, delivering consistent results, and safeguarding data with the utmost care.
Behavioral Signals has been mentioned in 6 Gartner Hype Cycle reports in 2023 for trends in:
- Competitive Landscape: Emotion AI Technologies
- Hype Cycle for Digital Marketing
- Hype Cycle for Consumer Engagement and Experience in Healthcare and Life Sciences
- Hype Cycle for Natural Language Technologies
- Hype Cycle for User Experience and AI
- Hype Cycle for Healthcare Data, Analytics and AI
- Hype Cycle for Digital Government Services
We’ve created the fastest-evolving and most robust Emotion Cognitive AI, ready to add to an array of software solutions.
Language-Agnostic Analysis
We offer multilingual software that integrates seamlessly right from the start, providing a user-friendly experience for clients. A perfect solution for global communication, effortlessly adapting to diverse linguistic needs.
Data Security
& Privacy
We are GDPR compliant, Type II SOC2 certified for data security, and we offer on-premises deployment options if needed.
Designed For Businesses of All Sizes
AI-MC is designed to cater to businesses of all sizes, making it an ideal choice for small, medium, and large call centers alike. Its efficiency remains consistent across the board, ensuring that organizations of any scale can benefit from its powerful capabilities.
Seamless
Integration
What sets our technology apart is its language-agnostic capability, ensuring comprehensive understanding regardless of linguistic differences. Dive into a world where language is no barrier to understanding emotions.
Patented
Technology
Harness our technology effortlessly through our robust and adaptable APIs. Designed for seamless integration, they're compatible with intricate infrastructures, whether on-premises or cloud-based.
Multiple Secure Deployment Options
On-Premises Deployment: installed within an organization's premises in a secure and isolated network zone Cloud Deployment: leveraging the robust security measures provided by leading cloud infrastructures like Microsoft Azure or Amazon Web Services
Award-Winning, Patented Technology
INTERSPEECH
Challenge Winner
6 time winner of the INTERSPEECH quality of human interactions & computational paralinguistics challenge.
ACM Audio-Visual Emotion Challenge
Winner: Gold-standard Emotion Sub-challenge at the 2018 ACM Audio-Visual Emotion Challenge.
SemEval
NAACL
Winner of SemEval/NAACL’s Sentiment Analysis Twitter Challenge in 2016.
Exclusive Patents
Exclusive Patent Licenses:
– “Emotion Recognition System”
– “Deep Fusion for Emotion Recognition”