Customer-Centric Data Directly From Your Call Center. At the end of this course, students will be able to: Set up agent status, resources, and performance as well as queue status, custom metrics, thresholds, dashboards, and wallboards in this self-paced course. To learn more about paid options contact your 8x8 Sales Account Executive or send an email to training@8x8.com. We document the highlights of our deliverables to video to increase your retention and provide a sustainable, reusable asset. Regrades will also be handled through Gradescope. Share sensitive information only on official, secure websites. Stanford Campus, What: Spoken Language Processing Class Project Poster Session, Who: We welcome members of the Stanford and Speech/NLP communities. Our successes include: Typical problems we help guide your team through: @2021 Zenylitics | All Right Reserved | Legal | Privacy | Acceptable Use Policy. draft), Yoav Goldberg. System administrators and supervisors responsible for supporting, managing and evaluating agent performance. Administer and manage Quality Management and Speech Analytics solutions in this self-paced course. Unlock hidden Voice of the Customer insights from your unstructured data. First, call recordings are processed with a speech analytics platform like VoiceBase. You may also want to dive into each of the main speech recognition technologies offered by the major tech companies like Amazon, Google, Apple, Facebook, and others.. Analysts & Managers are then able to drill down into detailed information such as agent performance, script performance, AHT by agent or team, regional discrepancies, etc. This course is designed around lectures, assignments, and a course project to give students practical experience building spoken language systems. speech analytics for the Telecomm industry here. This FAQ content has been made available for informational purposes only. Private group sessions can be purchased as needed by contacting your 8x8 Sales Account Executive. 2-3 PM, Fri. 11 AM - 12 noon | calendly All assignments are to be submitted via our Gradescope. Tue. Once these late days are exhausted, any assignments turned in late will be penalized 20% per late day. By analyzing all the conversations flowing through your contact center, you can surface actionable insights to then apply to agent training programs, coaching initiatives, or sales techniques. Furthermore, it is an honor code violation to post your assignment solutions online, such as on a public git repo. Alex Ke: Tue. Innovative businesses are turning to speech analytics technology solutions to discover insights such as: Contact & Call Centers have historically been viewed as cost centers expensive to own, operate, and manage. Agents or Supervisors will attend a remote, instructor-led training session and product demonstration of how to use Contact Center. (e.g. Learners are advised to conduct additional research to ensure that courses and other credentials pursued meet their personal, professional, and financial goals. It is also an honor code violation to copy, refer to, or look at written or code solutions from a previous year, including but not limited to: official solutions from a previous year, solutions posted online, and solutions you or someone else may have written up in a previous year. Learn more about speech analytics for Retail call centers here. Furthermore, speech analytics tools like VoiceBase can identify emotion, intent, common topics, and more by interpreting audio patterns in human conversation. A lock ( Webmaster | Contact Us | Our Other Offices, Created January 15, 2013, Updated July 5, 2018, Manufacturing Extension Partnership (MEP). Each group will present a poster and be available for questions/discussion as guests circulate. Interactions are then categorized based on automatically detected themes and content. Get a big picture of operations and the ability to inspect down to the smallest detail. When you register for training your access will continue indefinately. Reduce AHT by discovering the root cause and improve agent training. Post Graduate Certificate in Data Science & Machine Learning, Post Graduate Certificate in Advanced Machine Learning & AI, Probabilistic Graphical Models 1: Representation, Probabilistic Graphical Models 2: Inference, Probabilistic Graphical Models 3: Learning, Teaching Impacts of Technology: Data Collection, Use, and Privacy, Salesforce Sales Development Representative, Preparing for Google Cloud Certification: Cloud Architect, Preparing for Google Cloud Certification: Cloud Data Engineer. You can learn from top-ranked institutions in the field, like Stanford University and deeplearning.ai, leading companies like Google Cloud, or even by completing step-by-step tutorials alongside experienced instructors as part of Courseras Guided Projects. We will begin to accept regrade requests for an assignment the day after grades are released for a window of three days. Submitting a project deliverable late costs each group member one late day per day. Lectures are Tuesdays and Thursdays, 5:30pm - 6:30pm Pacific time. Download this in-depth case study to earn how auto sales leader Proactive Dealer Solutions optimized their sales process and grew earnings by $100,000 per month by leveraging speech analytics tools from VoiceBase. For private matters, please either make a private post visible only to the course instructors or email [emailprotected]. Advanced speech recognition capabilities will be an important part of the future of computer software and mobile apps, allowing users to interact with software in an intuitive and hands-free way. This course is not about a specific technology vendor tool but is a hype-free way to understand the differences and drawbacks based on your needs. Enterprise organizations seeking a competitive edge have begun tapping into speech analytics as a new source of ROI, CX optimization, and operational insight. This enables us to sort through thousands of data points to not only help identify your customers issues but also to uncover opportunities for enhanced loyalty, retention and revenue. Learn how to accept customer interactions with 8x8's Contact Center. Get the modern speech analytics playbook, the guide to leveraging voice analytics technology throughout your entire organization. By using AI-Powered speech analytics, sales organizations can better understand what methods result in successful sales, and train towards those techniques. Our integrated speech/text Customer Journey Analytics Business Intelligence Solution stitches together every customer touchpoint across multiple channels. Speech and Language Processing (3rd ed. Please wear a mask. Copyright 2022. We attempt to make the course accessible to students with a basic programming Historically, speech analytics has been utilized within the contact center space to manage agent performance, and get some baseline KPIs about customer experience and operations. Deep learning and other methods for automatic speech recognition, speech synthesis, affect detection, dialogue management, and applications to digital assistants and spoken language understanding systems. Virtual Instructor-Led Sessions (join public sessions with other users), Private Online Sessions (limit the audience to just your users and modify the agenda to your needs), Customized eLearning (modified ono-demand courses that fit your enviornment), Paid Onsite Visit (tailor the day to your needs), Need Something Special (let us know!). 5:30 PM - 6:30 PM Pacific Time Sapp Center for Science Teaching & Learning (STLC 111). Attending each of the 3 guest lectures in the course, or ask a question in advance on Ed if you are unable to attend. The synthesized intelligence is then distilled into the agent ecosystem for efficient and effortless agent engagement. If youre interested in learning speech recognition as a career, you might know that this is a field that is right for you., Some topics that are related to speech recognition may include natural language processing (NLP), deep learning neural networks, machine learning, and artificial intelligence. Historically, Business Leaders were limited in the amount of data they were able to access around the customer and the marketplace. Lectures will be held in person and are not recorded to encourage more student interaction and candid discussion. Improve quality monitoring and compliance with automated PCI redaction and script adherance tracking. Speech analytics technology allows organizations to transform unstructured data from customer interactions into rich, structured data for valuable insights. Analyze the context of text-based conversations against key operational metrics. Deep Learning. Speech analytics is the use of automatic speech recognition software (ASR) and AI to analyze and understand a spoken conversation. We can address call drivers, at-risk customers, compliance risk and self-service opportunities. Our experienced team can reduce your time to ROI with training designed to get your team up and running fast. Long gone are the days of one-size-fits-all mass communications. Taking it further, we then examine the screens used and keystrokes taken by your support agents to access vital customer information. Instructor-led sessions are cost services, and each person should register to join their desired session. With Speech Analytics Technology, organizations are able to transform their operations and business intelligence programs with automated call transcription and insights. We will use modern software tools and algorithmic approaches. Increasing sales through analyzing calls is a common use case for speech analytics. NLP will be at the forefront of artificial intelligence (AI) applications, playing a key role in the functionality of helpful digital assistants and virtual agents as well as advanced robotics., Speech recognition and natural language processing (NLP) programming skills are in high demand from a growing range of companies seeking to tap into this technology to create new products and services. An official website of the United States government. 3-6 Months. Working closely with our clients, we analyze voice-based conversations for key words and phrases including word frequency and even voice inflections. Point breakdown for project will be provided as part of the course project handout. Gaurab Banerjee: Wed. 1:30-2:30pm, 3-4pm | calendly However, no assignment will be accepted more than three days after its due date. Each transcript has PCI data visually redacted and each recording has a beep sound in place of the sensitive data. 0.5 * 2% for 50% contribution level compared with 10th highest student), Dan Jurafsky and James H. Martin. For example, one national health benefits provider discovered that a large percentage of their callers (many over 50 years old) were having trouble finding the make appointment button on the website. A locked padlock To register for instructor-led sessions work with your 8x8 Sales Account Executive to purchase this service for your users first. Software creators write programs to process human speech into written words on a screen. Our team is made up of experienced CallMiner experts. This is one of the clearest examples of speech recognition, and voice-to-text is an experience you are likely familiar with. Our analytics solutions capture, evaluate and learn from your customers interactions. This course contains three core modules: Overview; Settings and Interactions; and Evaluations and Reports. Typically using Python programming and TensorFlow, machine learning and deep learning engineers with expertise in this field build models that analyze speech and language, discover contextual patterns, and produce insights and situationally appropriate responses. - Stanford University All rights reserved. No matter how you choose to learn, youll be able to view course materials and complete assignments on a flexible schedule, which allows you to fit this valuable education in speech recognition into your existing studies, work, or family life., The skills and experience you might need to already have before starting to learn speech recognition are right in front of you, in the form of your mobile device. Every call can be transcribed and transformed into a rich data source used by multiple departments. Please note that late days are applied individually. Our services include: Our team has 20 years combined experience solving business problems using CallMiner. 2022 Coursera Inc. All rights reserved. As more consumers go online to interact with brands, its important to capture the value buried in piles of unstructured text-based feedback. Shreya Gupta: Thu. Each 24 hours or part thereof that a homework is late uses up one full late day.
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