Toshiba is expanding its digital enhancement portfolio with the launch Tosh Speech BOT.
Tosh Speech BOT integrates Automatic Speech Recognition, Natural Language Processing and Text To Speech technology, all of which are tightly integrated with the Toshiba Call Centre and its Interactive Voice Response (IVR) system.
“Distilling and analysing conversational behaviour, their intent and offering solutions without the need for customers repeating themselves is a key metric of the Tosh Speech BOT, delivered through either an IVR or the call centre,” said Santosh Varghese, Vice President, Toshiba Gulf LLC. “Designed to augment the customer journey, reduce friction and deliver speedier and desired customer experience, the BOT is a refreshing and vitalising interface that delivers the next level of customer success.”
The Tosh Speech BOT has been developed in partnership with Intentico Inc., a cognitive customer experience company based in the US.
Tosh Speech BOT delivers proactive customer interaction, propels customer engagement, offers 24/7 support to customers, drives pre-trained and progressive customer service with product and service information and demonstrates conversational maturity with different types of customer behaviour.
Other key features of the Tosh Speech BOT include its built-in Context Retention Module which can retain the context of the user. For example, is a user talks about hard disks and has follow up questions, he/she need not repeatedly refer to the product (hard disk); the BOT will retain the context. Moreover, the BOT also has speech and accent tweaks to engage convincingly and comprehensively with a Middle East audience.