Proprietary speech understanding technology significantly enhances and streamlines customer serviceInteractions, the world leader in conversational artificial intelligence (AI), announced that it has acquired another landmark patent. Extracting Natural Language Semantics From Speech Without the Use of Speech Recognition, Interactions’ 125th patent, introduces new technology for intent and entity recognition, including real-time sentiment understanding. This seminal development will empower today’s most forward-thinking brands to better understand and serve their customers with Interactions’ industry-leading AI.The new patent addresses major deficiencies in the traditional speech understanding technologies that underpin many AI-powered customer experience platforms. Existing systems typically rely on a two-step speech understanding process: audio transcription first, and analysis second. This results in increased error frequency for virtual agents, and frustratingly long lag times for callers waiting on the other end of the line.In contrast, Interactions’ breakthrough technology has transformed speech understanding into a one-step process, autonomously retrieving the audio and immediately extracting and labeling its meaning. By optimizing across both speech recognition and natural language understanding (NLU), Interactions unlocks real-world benefits for customers and companies alike.Marketing Technology News: MarTech Interview with Cary Tilds, Chief Strategy and Operations Officer at FrameplayCustomers see greater efficiency, accuracy and seamlessness in their transactions

Every day, individuals call into customer contact centers and provide sensitive information, like credit card numbers, to agents by voice. Now, a conversational artificial intelligence (AI) solution using natural language understanding capabilities offers a way to remove that information from calls, while still passing data through for transactions. This is important because dealing with any sort of personally identifiable information (PII) inevitably involves an array of compliance with security and privacy regulations that can vary based on jurisdiction. There is also a non-trivial risk that sensitive information could potentially be leaked or stolen. In fact, there are known incidents where credit card information provided by voice have been written down by malicious agents, leading to undesirable outcomes

Peter (P.H.) Mullen, Chief Marketing Officer at Interactions chats about a few ways through which CMOs can turn their marketing departments into more production, revenue generating centres in this quick catch-up:. _______