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AI Driven Speech Recognition and Synthesis on Dell APEX Cloud Platform for Red Hat OpenShift
Executive summary Solution overview
Solution overview
Business challenges
Solution approach
Solution benefits
Solution design Testing and Application Conclusion References

Business challenges

Home > AI Solutions > Artificial Intelligence > White Papers > AI Driven Speech Recognition and Synthesis on Dell APEX Cloud Platform for Red Hat OpenShift > Business challenges

Business challenges

  • Have you heard the famous message “this call might be monitored for quality purposes”? Although this phrase is very commonly used, businesses struggle to leverage their archived call data to achieve perceptible gains in quality and efficiency in their services over time. Meanwhile, customer expectations for high-quality service interactions are growing more than ever. IT teams can play a vital role in overcoming some of the main challenges in this space by tapping into AI solutions, including automatic speech recognition, text-to-speech, natural language processing, and multilingual translation in a multi-cloud environment.

    Pressure for quality and efficiency

    Call centers constitute an environment that is relentlessly under external and internal pressure. Customers are used to seamless interactions with technology, elevating expectations about service quality, including conversational tools. On the internal side, teams are expected to implement the available AI technologies to run more efficiently, reducing costs and delivering more with less.

    Talent retention and training

    Because of this challenging environment, it is not uncommon to see an elevated level of turnover in the workforce, making training a constant effort. Business leaders rely on written content to transfer knowledge to new hires but often lose the expertise accumulated by departing workers.

    Limited resources for development

    Call centers typically handle mostly low-value, high-volume interactions with customers, employees, or other stakeholders. For this reason, despite mounting expectations and challenges with people management, low investments might be available for improvements. Also, rigorous evaluation processes and long approval cycles are required when higher investment initiatives are presented.

    Data security concerns

    Because of policies, regulations, and other strategic concerns, customer data and business data security are top of mind. Call center teams must assess and ensure data security before adopting any solution to their technical stack. When breaches or data leakages occur, customers' trust is lost and difficult to regain.