Lilt is an AI-powered language service provider (LSP). Lilt combines adaptive neural machine translation technology, an enterprise translation management system, and professional translators to allow organizations to scale their translation programs and improve the global customer experience. They purport to improve translation speed by 3-5x and reduce costs by 50% or more. Lilt HQ is based in San Francisco and is backed by VCs like Intel Capital, Sequoia, Redpoint, Zetta, and…
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Verint Speech and Text Analytics
Score 8.4 out of 10
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Verint Speech Analytics is a tool used to transcribe and analyze millions of calls to discover customer insights and improve contact center performance in the cloud.
Lilt is a great platform for translating and reviewing content for mainstream languages that are spoken by a large number of people such as Spanish, French, etc. in which case the machine translation tool does a great job of adding the appropriate fluency, grammar, and punctuations. The QA checks also likewise provide apt feedback with rarely any errors. The only shortfall for Lilt is when the content to be translated belongs to any non-mainstream languages (such as regional Indian state ones) and the most noticeable errors are thrown by the QA check tools which have several long-standing unfixed bugs.
Using the verint speech to troubleshoot the mobile app and before we did not have any viability on this topic before. Also before we had no way to look at anything that the guest had going on and now we are really able to drill down in every way to take care of the guest needs
One of the things that I find extremely beneficial about Verint Speech Analytics is the transcription. Sometimes you have an hour call, an hour and a half call, and you don't have time to listen to an hour and a half call. The beauty is that we can find the transcription and then we can look in it. It specifies where if you look in the interaction details in the back of the call, you can actually see the transcription. You can see it'll identify where in the call, what line at what timestamp did that call hit your category and with what string, with what term did it hit. And that is extremely beneficial. And we're trying to go through and find those little points of, sometimes they're points of abrasion, sometimes there are things that are going really well. I love that we have a transcription. I love that we can also see the screens that is vital because a lot of times, and again, not that we're trying to find something bad, but the reality is in any industry, there's in any call center environment, should I say, there's call avoidance. There's always going to be some agents, it's just in any call center, in any industry, it happens.
Or sometimes our agents are just struggling. And if you see in real life, for example, a very high silence time, when we notice a trend, we'll start going into those calls and actually looking at those screens and seeing, is silence time call avoidance or could it be the agents are having difficulty utilizing the resources? Are the resources not clear? Is that what the delay is? Are they having trouble trying to find the answer? And a lot of times we found that too. We found they're searching and clicking and searching and clicking and it's because they just didn't know where to go. So that is a coaching opportunity. And sometimes it's a coaching opportunity, not so much in a positive way because they're purchasing things from Amazon. But I think, like I said, that's inherent in any call center environment. I do find the screens, the transcription, the trend analysis that's available within speech, there are so many things I could literally sit here and talk to you for quite some time.
We love it. And I'm even more excited personally now because I learned so much, as I was saying, about being in the cloud and being in that open-source environment where all of these enhancements that Verint has. And they're so often that they enhance their products and their offering now these little bots and AI to help with all of these different aspects, but that's only available if you're in the cloud and the open source. So there's a lot of benefit in being in prem, in net platform, which is where we are. And we were able to provide a lot of meaningful insight and guidance into a lot of different pain points in the company. But I anticipate, and I have full confidence, that we'd be a much more effective team once we're able to move into the cloud. So I'm very hopeful for that. I'm anticipating what else we could discover.
Automated scrubbing of PCI and PII data from transcription transcripts and recordings. Using AI to detect the payment screens in a real time manner vs having to program triggers.
Easier way to bulk export transcriptions and recordings for our legal teams.
This platform offers a wide range of features inclusive of the transcript generation which is text analysis and speech analysis. This helps in tracking the customer requirements and getting them a product they desire. Also the API integration with other tools have a scope of improvement. The UI can be improved and costing can be reduced
Verint Speech Analytics stacks up well against workforce management, we use workforce management mainly for forecasting and scheduling. We selected Speech Analytics because we want to know not only why customers are calling but what is being said in calls. Sometimes customer might get angry or they might ask for a supervisor so when we need to look at escalated calls Speech Analytics helps us pick those out.
The system is relatively reliable with minimal downtime. However, when there is an issue, it is often addressed slowly and causes significant business issues
