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Swiggy Experiments with AI-Powered Voicetech in its Call Centre Process


Bengaluru, India, Sept, 2020 -- Bengaluru-based food delivery provider Swiggy is looking to incorporate artificial intelligence (AI) -driven speech recognition models for its call centre process. The company has partnered with BPO and social enterprise IndiVillage to power the platform’s broader AI and machine learning (ML) charter.

This engagement will also include voice annotation work that provides training data for Swiggy’s ML algorithms. Swiggy, in its press statement, explained that there is a need to efficiently extract information from the call data when a call centre service executives move from one call to another. This will help the executive understand the ‘voice of the customers’ to enable a deeper understanding of the issues faced by customers and accordingly solve for the same.

This process would require labelled data, and this is where IndiVillage comes into play. It will support Swiggy by annotating dozens of hours of speech data featuring calls in Hindi, English and Hinglish. The foodtech provider noted that IndiVillage’s service allowed Swiggy to establish a proof of concept for speech recognition.

Commenting on the partnership, Swiggy’s VP and head of applied research Hemant Misra said, "As a tech-first organisation, our vision is to deliver unparalleled convenience to our consumers, and this is a continuously evolving process. Considering the volume of transactions on the platform, we take an AI-led approach to deliver operations at scale."


Posted by Veronica Silva Cusi, news correspondent
Source: https://inc42.com

Date Posted: Tuesday, September 15, 2020

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