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Phonon levels up intelligent IVR services with the launch of ‘Agnes’

  • Category
    Miscellaneous
  • Published
    25th Mar, 2020

Contact Centre Solutions provider Phonon Communications recently launched a new MRCP plugin that enables real-time streaming for voice based applications to Google Cloud.

  • Contact Centre Solutions provider Phonon Communications recently launched a new MRCP plugin that enables real-time streaming for voice based applications to Google Cloud.
  • ‘Agnes’ leverages Google’s Speech-to-Text platform to transcribe in real-time customer voice at enterprise call centers. It uses a high-performance RPC framework developed by Google (gRPC protocol) to stream user speech to Google’s Speech Recognition (GSR) in real-time. This drastically reduces the latency between the plugin and GSR.
  • Agnes supports 120 languages in the GSR platform, and it can be easily integrated with an existing system. And because it is dynamically coded, it can be tailor-fit to client’s specific requirements.
  • Phonon uses Google Cloud services like Google Text-to-Speech, Google Speech-to-Text and Google Dialogflow for speech processing with various clients.
  • Phonon’s clients use intelligent voice response (IVR) services to deliver contextual service, anticipate customer concern based on machine learning models and handle large volumes of calls. Phonon also utilizes voice bot that uses everyday language to answer queries and respond intelligently.
  • Dialogflow is a Google Cloud service. Phonon is a Google Cloud Technology Partner which helps enterprises leverage the power of Artificial Intelligence (AI) and Machine Learning. It is a two-time Deloitte Technology Fast 50 India winner and a finalist in HDFC Bank’s Digital Innovation Summit.
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