Improve your end-to-end customer experience using Speechmatics and ReadSpeaker

The challenge

Customer experience is overtaking price and product as the key brand differentiator for businesses around the world. Today, an outstanding customer experience is essential to the success of any customer-facing business. Gartner predicts that by 2022, 70% of customer interactions will involve emerging technologies such as machine learning (ML) applications, chatbots and mobile messaging. This is up from 15% in 2018 and will make the customer experience more human, not less. Role-based assistants will significantly improve interactions with employees, customers and partners, while allowing humans to focus on more complex and higher-value tasks that customers value.

Create engaging and memorable experiences

When it comes to improving customer experience, voice is key. Speech is the most common medium through which humans communicate and prefer to communicate. Our speech conveys our ideas, our emotion and our personality. ReadSpeaker has been leading the way in text-to-speech for over two decades. ReadSpeaker delivers high-quality, lifelike voices for AI-driven conversational applications, IVRs and embedded applications, to name a few. They offer a range of ready-to-use, expressive synthetic voices to make customer-facing applications engaging and memorable for all audiences.

Improve customer engagement

With Speechmatics’ any-context speech recognition technology and ReadSpeaker’s text-to-speech capability, brands are creating end-to-end customer experiences. Using speech can significantly improve the customer experience beyond what is seen today. Combining text-to-speech with speech-to-text to transcribe interactions for real-time prompts or post-analysis, brands can get a 360-degree view of every interaction and begin to improve and optimize their customer experience.

Utilizing these automated technologies enables businesses to offer their customers a 360-degree experience. At the beginning of a customer interaction, businesses can use text-to-speech for synthetic agents to make the customer experience more memorable, personalized and engaging. When the customer starts speaking with an agent, speech-to-text provides the ability to automatically transcribe the call either in real-time or after the event. The transcript can be analyzed to improve the experience, resolve disputes quickly or for agent training.

Deliver personalized interactions

Nina Zonneveld, Business Development Manager at ReadSpeaker said:

“Now more than ever, customers are in need of a personalized, human-led experience from the beginning of an interaction. Utilizing both text-to-speech and speech-to-text as part of an interaction enables brands to uplift the customer experience to the next level. Automated technologies designed to address specific needs are essential to improving how brands interact with their customers and preventing customer churn.

“Using advancements in AI and machine learning, both Speechmatics and ReadSpeaker offer global automated technologies that utilize the power of speech and together enable businesses to offer a complete voice-first customer experience.”

“Using advancements in AI and machine learning, both Speechmatics and ReadSpeaker offer global automated technologies that utilize the power of speech and together enable businesses to offer a complete voice-first customer experience.”

Nina Zonneveld, Business Development Manager, ReadSpeaker

 


Speak to one of our speech experts about your needs
UK: +44 (0)1223 794 497
US: +1 866 791 8546
Email: hello@speechmatics.com

More ways we can help in Contact Centers

Compliance

Easily locate and replay recordings for dispute resolution, compliance, quality management and event reconstruction.

Analysis

Accurate transcriptions enable better understanding of the mood, tone and overall sentiment of customers.

Want to know more about our voice technology?

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