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News : National AI Database Gains 1,000 Hours of Local English Voice Samples

#contactcenterworld

Singapore, Oct, 2019 -- Speech apps and tools such as voice transcription apps could soon be able to pick up Singapore English more accurately, as their developers can now access better data from an expanded corpus of local speech.

Some 1,000 hours of natural conversations on topics such as favourite foods and holidays have been added to the National Speech Corpus (NSC), an artificial intelligence (AI) database of locally accented speech maintained by the Infocomm Media Development Authority (IMDA).

The NSC had previously only comprised 2,000 hours of read speeches.

The enhanced corpus can be used by software developers and researchers for a variety of purposes, including analysing contact centre conversation logs and creating virtual customer service officers.

The move was announced by Minister for Communications and Information S. Iswaran on Thursday (Oct 17) during the IMDA's SG:Digital Industry Day.

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"The ICM (infocomm media) industry is a key enabler of Singapore's digital transformation," said Mr Iswaran.

"It... catalyses the transformation of other industries, spurring the adoption of technologies such as cloud computing and AI, allowing the creation of new business ventures and models."

On Thursday, Mr Iswaran also announced a new technical ability self-assessment tool which evaluates tech firms' capabilities and readiness to adopt cloud technology.

The online tool developed by the IMDA will guide small and medium-sized enterprises (SMEs) through a series of questions and then provide insights on what gaps there are and how to address them.

The tool's launch comes in the wake of another IMDA initiative launched in March called GoCloud.

GoCloud trains and coaches SMEs in the information and communications technology sector to adopt cloud technology solutions.

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

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More Editorial From Infocomm Media Development Authority (IMDA)

ATEN Technology’s UC3022 CAMLIVE™ PRO Wins Future’s Best of Show Award

Published: Monday, October 21, 2019

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2022 Buyers Guide
Get Listed
Knowledge Management

1.)

168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.)	3Fiftynine Branches Combines knowledge management with call support as continue improvement.

3.)

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

4.)

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.)

FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.)

Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.)	Knowmax Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

8.)

livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.)

ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.)

Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.