While on call(customer care call) we need to identify the keywords from call(voice) and convert it into text, based on the text we take action on it. it means forwarding call from one department to another.
Thanks in advance.
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Although real-time routing based on text is available today, Pega does not support a "voice-to-text" capability, as this is outside our core competencies (many vendors of course do specialize in this area). Implementing this capability during an implementation would most likely require partnering with a voice-to-text vendor and building out the required integrations as to manage the converted voice-to-text objects (linked to interactions, if Pega Customer Service is in the mix) so they could be acted on through our routing rules and or other business rule logic.
Which Telephony/IVR system you are using? now days every Telephony system like Genesys/Aavya/Cisco provide voice recording and speech to text conversion, so while your agent is talking with your customer the voices can be converted by your telephony system and transfer to your Pega application in Async mode. and your Pega application can add the text analytics on that.
another option is your CTI system will pass the voice recording to your Pega application as media file and you can call AZURE/Google speech reorganization api to convert that media file to Text and then Pega can apply text analytics.
Please check with your CTI vendor for supported speech reorganization /transcript/recording services.
Posted: 4 years ago
Posted: 23 Aug 2018 1:54 EDT
Gopesh Saha (GOPESH SAHA)
Lead Decisioning Architect