Sentient Assist and Automate (SAA)

在英国和全球，几乎70%的客户联系方式都是语音。在这些语音互动中，很大一部分挫败感是由于长期处于等待状态(84%)、与不友好的员工打交道(81%)以及不得不向多个公司代表重复你的问题-80%(来源：埃森哲2013年全球消费者脉搏调查全球和美国的主要发现)。Sentient Assistent and Automate是一个自学的语音机器人平台，旨在通过将等待时间缩短高达95%、消除重复问题并提高呼叫中心的效率来消除这种挫折感。该平台旨在实现大部分客户语音交互的自动化。对于剩余的呼叫，目的是将它们委托给相关代理并帮助它们，从而提高客户的福利，导致更高的客户满意度。为了实现这一点，我们使用深度学习和自然语言处理的最新进展来学习现有的对话，以构建一个强调并能够实时为客户解决问题的语音机器人。

Almost 70% of all customer contact in the UK and globally is voice. During these voice interactions, much frustration is caused by being put on hold for a long time - 84%, dealing with employees who are unfriendly - 81%, and having to repeat your issue to several company reps - 80% (Source: Accenture 2013 Global Consumer Pulse Survey Global & U.S. Key Findings).Sentient Assist and Automate is a self-learning voice-bot platform that aims to remove this frustration by cutting the waiting time by up to 95%, removing the repetition issue, and improving the effectiveness of the call centres. The platform aims to automate the majority of customer voice interactions. For the remaining calls, the aim is to delegate them to the relevant agents and assist them, so they improve the benefits for the customer, leading to higher customer satisfaction.To achieve this we use the latest advances in deep learning and natural language processing to learn from the existing conversations, in order to build a voice bot that is emphatic and capable of solving issues for customers in real-time.