IBM Watson Speech to Text: Customer Care on IBM Cloud Private transcribes customer care audio to help deliver insights and analytics

Analytics & Cognitive News
  • Smaller Small Medium Big Bigger
  • Default Helvetica Segoe Georgia Times

To effectively manage service professionals, team leaders across the customer care community have to spend tens of hours weekly parsing through and listening to service calls. Rather than spending their time gaining business insights from analyzing these service calls, these team leaders spend a majority of their time listening and parsing through calls. By using its advanced transcription and unique ability to extract keywords and customize vocabularies to user-specific environments, Watson™ Speech to Text: Customer Care on IBM Cloud Private takes this manual process and automates it, letting team leaders to more effectively do analysis and gain business insights about their teams.

In adding this offering to IBM Cloud Private, IBM® allows enterprises to bring Watson to where their data lies and use Watson Speech to Text: Customer Care on IBM Cloud Private in a way that they are familiar and comfortable with by respecting the security measures and controls they have in place over their applications and data.

With the addition of Watson Speech to Text: Customer Care on IBM Cloud Private, customer care leaders can strengthen their customer engagement process, improve their service quality, and respond and analyze calls with an efficient use of resources.

IBM Cloud Private is an integrated infrastructure as a service (IaaS) and platform as a service (PaaS) environment for developing and managing on-premises, containerized applications. This integrated environment can be deployed behind firewalls and managed or controlled by whomever the enterprise determines. It is built on the container orchestrator Kubernetes, and contains a private image repository, a management console, and monitoring frameworks. With a lightweight footprint, yet powerful platform capabilities, IBM Cloud Private lets enterprises unleash their development creativity, using industry-common technologies and process guidance, in a minimal timeframe.

The IBM business model is built to support two principal goals: helping clients succeed in delivering business value by becoming more innovative, efficient and competitive through the use of business insight and information technology (IT) solutions; and, providing long-term value to shareholders. The business model has been developed over time through strategic investments in capabilities and technologies that have the best long-term growth and profitability prospects based on the value they deliver to clients. The company's strategy is to focus on the high-growth, high-value segments of the IT industry. The company's global capabilities include services, software, hardware, fundamental research and financing. The broad mix of businesses and capabilities are combined to provide business insight and solutions for the company's clients.

More Articles By This Author
Related Articles