[May 10, 2011]

SpeechCycle Announces Technological Advancement in Human-Machine Interaction Management

SpeechCycle, the leading provider of customer interaction management solutions, today announced it is the first company to deploy technology that dynamically adapts to callers' behavior for the automated and continuous optimization of the user experience. This technology innovation paves the way for companies to dramatically increase the adoption of phone self-service and achieve higher customer satisfaction. The technology, based on machine-learning principles, is now integrated into SpeechCycle's LevelOne Agents speech applications, and is available as part of the RPA On-Demand platform.

Maximizing phone self-service poses a significant challenge for many businesses due to the high cost of IVR application analysis and tuning. SpeechCycle (News - Alert) is thefirst company to incorporate machine intelligence into its speech applications that automatically analyze customer interaction data and adapt to factors such as customer demographics, time of day and caller profile to provide the optimal customer experience and achieve high call automation rates.

"Our vision has always been that of moving the design and optimization of complex interactive applications from an art to a science and from laborious work to intelligent systems that automatically learn and adapt to a large variety of behaviors," said Roberto Pieraccini, CTO of SpeechCycle. "For years, SpeechCycle has been on the cutting-edge of data-driven optimization of the spoken language, human-machine communication technology, processing over a billion interaction events. We have used this knowledge to inject more intelligence in our suite of LevelOne Agents, giving our customers solutions that continuously increase customer satisfaction with reduced involvement of expert designers and speech scientists."

The efficacy of this innovative technology for building and improving customer self-service systems has been validated on over 20 million calls. One Fortune 1000 company saw a 20 percent increase in the automation of calls that were handled by deployed LevelOne Agents in a single month that otherwise would have required live agents. With SpeechCycle's enhanced speech applications, companies can significantly reduce the number of calls requiring live agents while making sure that customers are getting the most personalized experience possible.

For more information on LevelOne Agents - please visit http://www.speechcycle.com/level-one-agents.

About SpeechCycle

SpeechCycle, a leader in customer interaction management, delivers innovative solutions to the world's leading enterprises and communications service providers. SpeechCycle has processed over one-billion transactions on its award-winning cloud platform and is pioneering a new generation of mobile business-to-consumer applications that help companies meet the demands of today's always-connected consumer. For more information, please visit www.SpeechCycle.com.

SpeechCycle is a trademark of SpeechCycle, Inc. All other company or product names mentioned may be trademarks or registered trademarks of the respective companies with which they are identified.

[ Back To TMCnet.com's Homepage ]