How to best maximize the conversation data stream for your business? Surbhi Rathore
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The document discusses the integration of unstructured audio data into business processes to enhance conversation analytics and customer experience. It highlights the importance of AI capabilities for dialogue understanding, sentiment analysis, and intent detection, all while ensuring compliance through sensitive data redaction. Additionally, it provides resources for developers to utilize the symbl.ai platform for customizable audio intelligence solutions.
How to best maximize the conversation data stream for your business? Surbhi Rathore
- 1. 1 How to best maximize the conversation data stream for your business? Surbhi Rathore CEO, Co-Founder
- 2. 2 Actionable intelligence and knowledge is hidden in unstructured audio data. Unlocking the potential of human conversations
- 3. 3 Integrating audio into your data stream Activity Data Text Conversations Audio Data Real-time, Events Tracking & Monitoring insights from Unstructured audio/video content (in recordings/live calls/transcripts) Applications ETL Pipelines B.I Tools Research / Analytics
- 4. 4 Your audio intelligence infrastructure ● Dialogue understanding of unpredictable human behavior in conversations Specialized systems for conversations ● AI Capabilities that go way beyond basic Speech Recognition ● Ease of extensibility and Customization for your specific use case and datasets Advanced conversation analytics ● Assess mode of intelligence needed with latency requirements, performance, and scale Streaming Inference or Batch Processing
- 5. 5 Confidential Example: Using Audio Data to Evolve CX To support continued evolution across the CX lifecycle To support continued evolution across the CX lifecycle Aware Acquire Care Retain Grow Evangelize Message Voicemail Video Audio IVR Meta
- 6. 6 Confidential Example: Using Audio Data to Evolve CX Monitor Comply Act, Assist Search To support continued evolution across the CX lifecycle To support continued evolution across the CX lifecycle Aware Acquire Care Retain Grow Evangelize Message Voicemail Video Audio IVR Meta
- 7. 7 Confidential Lead Scoring Entities, Sentiments, Intent to buy and upsell CRM Data Objections, Competitive Mentions, Missed Opportunity Success Metrics Integrate using APIs into your CX workflows Churn Risk, NPS, Empathy, Sentiments
- 8. 8 Compliance Entity Detection & Redaction (PII/PCI/PHI) ● Redact, De-identify and Anonymize Sensitive information in conversations ● Recognize unformatted data from spoken conversations ● Use across written communication and documents ● Replace redacted entities with Synthetic Data Person Name Age Phone Number Email Passport SSN Drivers License DOB Birth Place Address Postal/Zip Code Language Occupation Religion Physical Attribute IP Address Username / Password . . . Bank Account Routing Number Credit/Debit Card CC Expiration CVV Cheque Number SWIFT Code Branch Transit Number IBAN IFSC Code MICR Code Sort Code BSB Number . . . Blood Group Health Condition Drug Injury Medical Process Medical Statistics Health Card Number Insurance Company Insurance Plan Insurance Network Medical Record Number Medicare Claim Number . . . PII PCI PHI Secure Storage Data Discovery
- 9. 9 Sentiments ● Polarity based Sentiment Analysis ○ Sentence Level ○ Topic Level (Aspect based Sentiment) ○ Emotion and Tone based ● Streaming & Async ● Sentiment based on meaning and intent of dialogue like politeness, anger, empathy ● Low latency inference (as low as 60ms) Call Tracking Live Agent Assist Call Quality Coaching Trend Analysis Search & Indexing Compliance Alerting Handover
- 10. 10 Intent Detection ● Track Predetermined Intents, Topics, Tones, Insights or any Classifiers ● Create any Custom Intents with ease ● Leverage vertical and pre-built intents ● Low latency inference (as low as 60ms) ● Reduce time by using zero-shot learning ● Multi-lingual support Call Tracking Live Agent Assist Call Quality Coaching Trend Analysis Search & Indexing Compliance Alerting Handover
- 11. 11 11 Symbl.ai Platform Audio Persistence (Optional) Streaming Audio Video Text Async WebSocket RTMP HLS SIP PSTN Audio/Video File Upload & Hosted URLs Transcripts Chat Email SMS ASR Topics Trackers Sentiment Summary Analytics Entities Redaction Insights Ready to use, and Customizable Conversation REST APIs Management Customizable Experience Apps Platform Console Pre-built and custom models, and private tenants Bookmarks Custom Integrations Flexible integrations Data and Experience
- 12. 12 12 Important Resources Developer Center API documentation can be found at docs.symbl.ai GitHub Repo Access our repositories at github.com/symbldev Resource Center Release notes, blog posts and rich content symbl.ai/resources Community Support Questions, Issues, Development Support Slack for Symbl.ai Sign up for free at symbl.ai/signup
- 13. 13 Thank you! Surbhi Rathore CEO, Co-Founder, Symbl.ai surbhirathore@symbl.ai