We believe that by combining both Speech and AI technologies we can now offer a game-changing, intelligent speech recognition capability
Atlanta, Georgia (PRWEB) March 2, 2009
Today at Voice Search 2009, Message Technologies, Inc.(MTI), an industry leading provider of interactive voice response (IVR), speech automation, and call-center outsourcing services, announces the availability of MTI Natural Chat, a hosted on-demand service that allows any enterprise to add Intelligent Voice Search and natural language understanding to their customer service offerings.
MTI has partnered with several best-of-breed speech, web and Artificial Intelligence-based technology companies to develop a completely hosted offering for Voice Search and natural language understanding. Natural Chat allows any new or existing IVR application to incorporate a truly intelligent natural language option anywhere within the IVR call flow resulting in significantly increased call completions, reduced per-call costs, and higher caller satisfaction levels.
Any enterprise can now easily incorporate open-ended questions into their IVR applications. The caller can speak a sentence describing what problem they are trying to resolve or information they are seeking. The spoken audio is streamed in real-time to a speech recognition engine, converted to a text string, and then applied to an interpretive engine that analyzes the text string using advanced artificial intelligence algorithms. Once analyzed, the result is delivered to the caller using pre-recorded prompts or Natural Language TTS (text-to -speech) capabilities resulting in a truly interactive experience without the need to work through deep menu structures to deliver the same result.
"This goes beyond natural language processing," says Mark Abramson, CEO of MTI. "It combines AI and our customer's subject matter to produce a system that truly understands what the caller is trying to achieve. A faster, more accurate outcome to a caller's request is what it's all about."
"We believe that by combining both Speech and AI technologies we can now offer a game-changing, intelligent speech recognition capability," stated Darrell Knight, President of MTI. "Being able to deliver Voice Search and natural language understanding as an on-demand service opens this capability up to any enterprise cost-effectively with little up-front investment."