Call Center World 2016: Petralex Speech communications software for call centers
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Danil Dintsis from ITForYou presents innovative solutions in audio processing at the 2016 Call Center World conference, highlighting applications like Petralex, an advanced hearing aid software, and tools that enhance audio intelligibility in contact centers. The technology utilizes real-time audio processing to improve communication for both agents and customers, addressing challenges such as staff fatigue and speech clarity. The Petralex Speech Communications system offers features like noise reduction, persuasive voice modulation, and customizable hearing profiles to enhance user experience and satisfaction.
Call Center World 2016: Petralex Speech communications software for call centers
- 1. Call Center World 2016 Berlin International Conference and Trade Show (www.ccw.eu) Ph. D. Danil Dintsis Portfolio coordinator at the ITFORYOU Petralex Speech communications For Call (Contact) Centers and Help Desks 1. The ITFORYOU company has 5+ years’ experience in real time audio processing. The presenter – Danil Dintsis involved as a Portfolio consultant (10+ years’ experience as Project manager, PMP, PgMP, and 5+ years’ experience as a Portfolio manager).
- 2. 2. Our portfolio contains special software hearing aid for people with hearing losses (Petralex®, www.petralex.pro), which won the LERN award as a part of the Specialist CCT program for lifelong virtual learning of adult people. We really help people with hearing losses to do their best in the virtual world: communicate with their families and friends, listen to music, learn virtually, etc. The Urban Denoiser (www.urbandenoiser.com) is an App for music fans, won the 1st prize at the Microsoft/IAMCP AppCup 2015 conference and competition. It adjusts sound levelling to person’s hearing profile, surrounding noises in a safe hearing protecting manner. For example a music fan can listen to music even in a subway with high quality and minimal risk for his/her hearing. The Karaoke Sing Assist (www.singassist.com) is the solution, which improves amateur’s singing in a real-time mode. A person sings as he or she can, but the out coming audio is correct in notes. Our plans include the special phone for aged people acting as a hearing aid and safety assistant device.
- 3. 3. At the CCW 2016 we present our solution for call/contact centers and help desks. Let’s discuss in brief the main challenges and problems to be solved. In a modern world contact centers (first customer line) becomes a kind of a customer communication and customer-lead department. We need highly motivated and prepared staff, high level of job automation. But on the other side we know that contact center agents are often students or young workers, who consider this job as a starting point for future career. That is one of reasons the staff at the first line changes often. Different researches points five main success factors for call/contact centers: SMART goals “right” technology “right” team business process measuring progress vs goals That is the reason of wide use of speech analysis. The speech analysis solves three important tasks: customer demands classification; opportunity research tools, and automated traffic of calls control. The speech analysis solutions implement three main tools: key words search, phonetic analysis, and transcription analysis. Our solution is partially based on phonetic analysis, but offers reversed approach while agent and customer talk. The solution improves in some real-time mode speech parameters as: voice persuasiveness, expressiveness; improve intelligibility; decrease stressing notes in incoming voice; overwhelm surrounding noises; adjust sound volume according personal hearing profile and surrounding noise. Additional options are cutting off tone signals and agent’s aspiration sounds.
- 5. 4. Why Petralex Speech Communications (www.petralexsolutions.com) is useful for call center customers? The Petralex Speech Communications implements frequency- and timbre-based audio signal real-time processing. The technology is developed by our R&D department and patented worldwide. The technology (mathematical methods and algorithms and software based on them) preserves voice recognition for both agent and a client. Simultaneously it improves agent’s voice persuasiveness, making it more aged. As MSU Voice lab research shows, 70% of people trust more if an agent is a middle-aged person. The PSC solution improves both agent and customer’s voice intelligibility due to the following options: - decrease of number of speech artifacts (such as aspiration) in agent’s audio; - better intelligibility due to tone signals reduction; noise overwhelm. Often users switch on recording option, which leads to generating tone signals. Those signals increase agent’s stress factors, and make incoming audio less intelligible. After implementing the PSC modules: “Persuasive voice”, “Noise Reduction” more than 70& of users’ feedback their satisfaction about communication quality.
- 6. 5. Why the PSC suits contact center and staff? One of the main problems for contact centers is staff fatiguability due to a lot of internal and external factors: exceeding hearing pressure, stresses, noises, low speech intelligibility. As a result: decreased level of perception, mistakes (issues), unhappy customers. And on the other side: demotivated staff, agent’s hearing issues, etc As mentioned above the PSC improves incoming audio intelligibility, and more the PSC contains so-called “Antistress” module. It detects stressing notes in a user’s speech, and cuts them off. So an agent hears less emotional voice, and can concentrate on a deal rather on emotions.
- 7. 6. Implementing technologies for better audio perception and hearing protection. The Petralex module contains a simple “in situ” hearing test. After creating a user’s (agent’s) hearing profile according to his/her level of hearing perception at 8 main frequencies, the Petralex adapts incoming audio according to person’s hearing profile as well to surrounding noises. This option both protects agent’s hearing and also improves perception.
- 8. 7. The full list of the PSC functions is below. Any person or company can download the 30-day trial version and test it, enjoying the technical support by the ITFORYOU staff. Persuasive Voice Deep voice transformation, adapting an agent`s voice for remote user`s better comprehension. Expressive Voice Technology, founded on changing voice quality and allowing to add appropriate accents to agent's speech. Compression Technology of sound volume levelling, due to which a customer will hear low sounds better. Microphone Noise Reduction Technology of reduction of microphone equipment artefacts, expressed in low-pitched noise. Speech Tempo Technology of agent's voice speed measurement. Antistress Technology of changing psychological tone of input speech signal, based on changing phonation mode. PETRALEX® Hearing Improvement Technology, improving agent`s auditory perception and taking care of his hearing. Means of Noise Suppression Technology gives the opportunity to lead a session in very noisy environment. Cancellation of Tone Signals Technology of cancellation of tone signals, produced by pressing phone buttons.