SOMERVILLE, Mass. (PRWEB) August 24, 2018
Giant Otter Technologies, Inc. today announced the commercial availability of EXPRESS v1.0, a powerful end-to-end platform for turning customer dialog transcripts into AI for extended conversations.
EXPRESS replaces complex design and dialog assembly tasks with a repeatable, scalable process requiring no special expertise. And the result feels human, not robotic, via both text and voice. The EXPRESS platform ships today with pre-existing integrations to speech platforms from Google, Amazon and Twilio as well as text messaging platforms from Microsoft, Facebook and for SMS.
The primary initial target market for EXPRESS is the largest 2,000 companies in the US that spend more than $200 billion each year on customer support. 54% of that contact center budget is staff salaries and benefits, which are a direct target for EXPRESS automation, yielding higher customer satisfaction scores for consumers at lower costs for companies.
The market has not had access to a fast, affordable technique to develop state-of-the-art artificial conversations. Enterprise customer care leaders have been forced to choose between unaffordable high-quality suppliers and low-cost vendors that can only deliver brittle, shallow conversations. Competing chatbot platforms require users to explicitly define each intent and slot (starting from scratch) and link everything together by hand, a painful process dubbed “Top Down.” Further reading is available here: Five Ways that Top Down Chatbots Fail
Based on five years of research at MIT and an additional five years of commercialization at Giant Otter, the EXPRESS platform is now deployed with three early adopters, plus additional enterprise customers in the pipeline that are expected to launch during the second half of 2018.
EXPRESS supports state of the art, omni-channel automated conversations, that can be built by anyone in a matter of a few weeks. It’s language agnostic, requires no experts and requires only small data sets. Small data solutions are a better fit for most companies. Many companies don’t have access to big data, or can’t share it. Even if they do have 10,000+ call recordings, they are useless until transcribed. Automatic speech recognition (ASR) does not work well on call center recordings. So, they need to be transcribed (and de-identified) by hand, which is incredibly expensive. Further reading is available here: A Crash Course in Building Better Chatbots
About Giant Otter Technologies, Inc.
Giant Otter is a ragtag band of AI researchers, web developers, and game industry veterans, passionate about building technologies that understand human language and behavior.