Speakeasy AI, a provider of conversational artificial intelligence solutions for self-service and live agent care, has been awarded a U.S. patent (#11,011,160) for its “speech to intent” system.
The new technological process helps automated speech recognition by using a process that does not rely on transcription alone and understands both customers and agents in their natural speaking voices. The process picks up contextual elements from prior cross-channel interactions, companies’ products and offerings, as well as improvements made by machine learning data influenced by customers’ and call center agents’ interactions.
Speakeasy says that the success rate of automated conversations is much higher than standard systems and the swapping of context within conversations is easy and natural. This allows for a free-flowing conversational experience without boxed-in linear decision trees.
Speakeasy’s co-founder, chief technology officer, and patent-holder, Moshe Villaizan Reyes said in a statement:
“We have been waiting for conversational AI to deliver upon the use cases of the contact centers’ dreams,”
“With our patented speech-to-intent, we’ve put power and control into the hands of our customers and partners. The industry will never be the same.”
Besides conversational AI for IVR, Speakeasy’s portfolio includes agent assist, digital IVA, AI insights, and custom ASR.
