Photo - Speech Works
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Speech Works

Automatic quality control of customer service

Russia, Nizhny Novgorod Region
Market: Internet and IT, Artificial Intelligence
Stage of the project: Prototype or product is ready

Date of last change: 01.08.2020
Sale price
$  50.000
share to sell
90%
Rating
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Idea

We find support agent's errors and customer problems in phone calls and correspondence through speech recognition and search for phrases in the text. Determine gender, age, pace, speech intelligibility by voice. Classifying message topics.

Current Status

Road map:
Domain research - done
MVP development - done
First release - done
Integration with partners - done
Start of the sales - We are here

Organizational form

Individual entrepreneur

Problem or Opportunity

Manual wiretap of phone calls for quality control is too slow and on average only 1-4 percent of calls can be processed

Solution (product or service)

We find useful knowledge in calls and correspondence of operators through speech recognition and text analysis using artificial intelligence
We determine gender, age, mood of the speaker, intelligibility and rate of speech by voice
We classify topics for support calls

Competitors

NICE inContact
Talkdesk
CallMiner Eureka
Verint Speech Analytics
CloudTalk
CallFinder and many others

Advantages or differentiators

The tool, on the one hand, is multifunctional, on the other hand, it has a clear transparent UI, which reduces the threshold for user entry. According to our research, the complexity of reports is a significant problem for competitors' clients

Finance

Subscription payment (monthly / annual / one-time) for using the service + connection, the price depends on the number of company specialists, analyzed text messages and processed minutes of telephone conversations

Business model

Business model - Subscription payment
Distribution channels - call centers, customer services, call tracking systems, help desk systems, advertising agencies

Reason for sale

We do not know how to sell product services to customers. We need to get money now as well.

Market

Target consumers:
Call center supervisors - for automatic service quality assurance
Telephony - they can present our tool to their clients - call centers, as an additional module in the control panel
Help desks, chat bots - can also provide their customers with our tool as a separate module
Call tracking systems (call analytics, target audience classification)
CRM (text messaging and call analytics)
As well as any companies that keep in touch with customers by mail, telephony, instant messengers, chats

Market Overview:
The speech analytics market was valued at USD 1.34 billion in 2019 and is expected to reach a value of USD 4.38 billion by 2025 at a CAGR of 21.6%, over the forecast period (2020 - 2025).

Risks

Not all distributors are willingly trying to sell your product, so a high concentration is required on your own marketing and sales department

Photos

Photo 1 - Automatic quality control of customer service
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