Listening and Learning in Real Time

We put artificial intelligence to work on the biggest issues facing contact centers. By focusing on content and context, our advanced machine learning technology listens to live calls and helps agents perform their best every single time.

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Proprietary Voice Speech Model Made for Two-Way Conversations

For artificial intelligence to work well, you need accurate data. When we created Aigent, we scrutinized every off-the-shelf speech recognition model we could find (and that many competitors use). They were averaging a word error rate (WER) of 45%, so we built our own. 

Designed specifically for contact center customer support, our proprietary speech recognition model listens to live calls, interprets what the customer needs, and immediately pulls up answers for the agent. Our WER is down to 9.2%. In other words, 90.8% accurate.

Machine Learning for Contact Centers

Created specifically to improve live conversations, the machine learning platform continuously evolves with new data from every call (anonymized and void of PII) to drive better agent performance, better experiences for your customers, and better economics for your business. 

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Aigent-AI-NLU-Core

Aigent AI NLU Core

In any conversation words are only part of the story. Aigent’s NLU (Natural Language Understanding) Core goes beyond content with intent detection and clustering, sentiment analysis, and emotion detection to give agents a comprehensive view of the customer’s state of mind. 

Agents receive alerts and next-best actions to make sure they’re responding to customer mood accordingly, whether it’s escalating a call, offering a rebate or coupon to upset customers, or cross-selling or upselling satisfied customers.

Ready to see Aigent in action?