12-17%
Revenue Improvement
8%+
Call Success Ratio
10%+
Customer Satisfaction
Cultivating Meaning From 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
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.
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
Call Center KPIs
- Propensity to Buy/Pay
- Customer Satisfaction
- Real-Time Agent Alerts
- Call Success Scores
- Agent Performance Scores
- Agent/Customer Pairing Scores
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.
Witness the transformative power of AI-Mediated Conversations.
- Ready to use as an engine and API deployable either on the cloud or on-premises.
- Fully dockerized micro-services architecture.
- GPU not required for inference.
- Near human-level performance in emotion recognition (detects anger with over 80% accuracy).
- Real Time latency < 600ms for 3 second segments.
- Rapidly portable to new domains or languages: only 30 minutes of audio needed to adapt ML models to a new domain or language achieving excellent performance.
The Behavioral Signals Advantage
Our patent-protected technology analyzes the behavioral signals found in the voice and produces easy-to-read reports that can help you and your team understand much more about different KPIs, such as call success, customer satisfaction, propensity for a specific action, and agent success. Analysis and reports are versatile and customizable, as well as faster and cheaper than our competitors. We have the ability to extract signals from non-verbal cues and were the first-to-market using markers such as pitch, intonation, tonal variance, and more. By not processing spoken word, we avoid the concern of personal data security risks.
Enhanced Customer Experience
- Increase CSAT scores by 10%
- Reduce AHT by 5%
- Reduce repeat calls by 7%
- Increased Positive Call Outcomes by 8%
- Completely Customized Experience
Revenue Recovery & Improvement
- Maximizing revenue with existing agent pool
- Increase sales by predicting propensity to buy/pay
- Increase money collected per account
- Increase revenue by 12-17%
Agent Performance Optimization
- Optimize Agent Workflows
- Increase agent productivity by 20%
- Reduce ramp-up/nesting and hire, train and retain
- Equal call distribution
- Measure performance & productivity between BU’s
Increase
Sales Conversions
- 8% increase in Positive Sales Outcomes (up-sell/cross-sell)
- 20% increase in Agent Productivity (better matches translates into faster conversions for outbound campaigns)
Use Cases
- Agent-Client Pairing
- Conversational AI & Speech Analytics
- Workforce Optimization
- Real-Time Agent Alerts
- Agent Coaching
- Speaker Training
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.
Implementation Timeline
Weeks 1-2
– Prepare data for processing
– AI-MC initialized
Weeks 3-7
– ROI evaluation on past data
– ROI evaluation on live data
Weeks 7+
– Go LIVE
– Implement findings from campaign data
Weeks 2-3
– Integration with telephony platform
Weeks 4-7
– A/B testing LIVE at the contact center
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
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
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
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”