SPA enhances the delivery of speech technology in call centers. Businesses have increasingly come to rely on call centers for customer service and have tried to introduce automation during different phases of the call, from initial call routing to the analysis of recorded customer-agent dialog. Since the purpose of automation is to reduce the costs of using live agents or to handle the caller-agent calls more efficiently, the majority of vendors in the call center quality monitoring and IVR industry have focused on speech technology as a way to improve upon their applications.
The industry still faces an important challenge. With the addition of automated speech recognition (ASR) for example, calls are still improperly routed, and users themselves are “zeroing out” or hanging up altogether on conversational response or IVR systems. Similarly, even with the improvements in data mining programs, call centers have a hard time identifying the “frustrated” customers who require escalation of their call to a supervisor. SPA closes this gap in the speech technology industry by adding software to speech recognizers (and to automated e-mail response systems) that enables speech systems to better understand variations in human speech along with the complexities of human emotions.