To interpret Isaiah 11: 6, it is sometimes “led them by a little beginning.” That’s the case because Minerva CQ, a start-up that specializes in “real-time collaborative intelligence for the enterprise” has announced that a major player in the world of EV Mobility (think “billing”) is deploy its solution to help customer support agents quickly. understand and respond to customer comments and queries. It represents NVIDIA’s first commercial deployment of Riva Enterprise, a packaging of GPU Giant’s Automated Speech Recognition (ASR), Text-to-Speech (TTS) and Conversational AI.
The deal marks an upcoming party for Minerva CQ, whose software platform listens as customers use their own words to tell speech-enabled interactive voice response (IVR) about the purpose of their call. It then uses that information to populate an agents screen with suggested words or actions to take to resolve the customer’s issue when the call is transferred to a live agent. At that point, the system uses an approach CMO Daniel Hong calls “Waze in the Customer Service Space.” It stays in line and listens to every word and provides additional suggestions based on natural language comprehension and emotional analysis.
At the end of the call, Minerva’s home-grown natural language generation (NLG) resource creates a call summary that can be written to “record systems” that include Salesforce, Zendesk, Servicenow, Microsoft and Oracle. The summary can be incorporated into quality assurance and agent training programs and can also speed up post-call workflows by identifying specific triggers for follow-up. This approach supports agent coaching during the conversation as well as post-call actions that speed up the process of resolving identified issues.
Validation for NVIDIA’s Approach To Communication AI
NVIDIA has been the beneficiary of explosive growth in Enterprise AI since software developers determined that the Graphics Processing Units (GPUs) it built for gaming and the computer-generated imaging (CGI) that drives blockbuster movies today are also suitable for machine learning, speech processing and natural language processing. In May it launched Riva 2.0, calling it the “world class speech AI SDK” that gives developers tools to customize voicebots and speech-based applications taking advantage of highly accurate speech recognition in seven languages and text-to-speech rendering of both male and female voices.
Riva product managers focus on internally developed in-depth analysis and neural models to support “generic” applications. They encouraged ISVs (independent software vendors) to pursue vertical opportunities by using their TAO Toolkit to create custom implementations. Minerva is a customer of NVIDIA Riva Enterprise is a packaged offer that packages Riva, TAO and enterprise support.
Fast, Accurate NLP and NLG Achieving Commodity Status
Expect to find multiple resources capable of capturing 100% of the conversations between companies and their customers. Minerva CQ will grow its footprint in the emerging green energy field and will find similarities with a broader community of utilities and telecommunications companies. Expectations of developers and customer experience professionals, alike, are being developed as Minerva CQ, NVIDIA and their Conversational AI cohort demonstrate how easy it is to integrate their technologies into customer and agent workflows and achieve the positive business results.
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Categories: Intelligent Assistants