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Tag: Speech Recognition Technology

  • Comcast & Cartoon Network team up on new voice remote searches

    Comcast & Cartoon Network team up on new voice remote searches

    MUMBAI: Speech recognition technology is more popular than ever and in the past few months alone with related announcements from Amazon, Apple, and Google.

     

    Comcast launched the cable industry’s first voice controlled TV remote earlier this year and the response has been terrific with nearly 1.5 million homes now having one. What’s more Comcast is distributing about 70,000 new remotes each week.

     

    “Users are speaking aloud to find titles, channels, actors and actresses as well as to record, tune, fast forward and rewind. Last month alone, there were 20 million voice commands made using our new remote.

     

    We’ve added some fun features too: quoting certain movies gets you to the film just as fast as a title search, Taylor Swift talks back when you search for her songs, and our remote happens to speak perfect Minionese,” said Comcast Cable executive director, product management Jeanine Heck.

     

    Now Comcast has added another interactive component in partnership with the Cartoon Network, which will be especially entertaining for kids.

     

    “It turns out that one of our most ‘voice-searched’ titles is Teen Titans Go!, a Cartoon Network fan favorite. Now, just by saying ‘Hello Beast Boy’ or ‘Boy Wonder,’ viewers are taken to the show’s homepage on X1 and will hear a special audio greeting from one of the characters. They also can say the names of other Titans like Cyborg, Robin and Raven and hear responses unique to each character,” Heck added.

     

    Comcast is planning add more new functions to its voice remote over time.

  • Tata Sky deploys speech recognition technology to improve customer experience

    Tata Sky deploys speech recognition technology to improve customer experience

    MUMBAI: Direct to home (DTH) operator Tata Sky will enter in the New Year, with the promise to service its customers better. And in keeping with that, the operator has partnered with Nuance Communications for its speech recognition technology which will be deployed in all Tata Sky contact centres.

    With this technology, customers calling into the contact centre can speak naturally, in English, Hindi and 10 additional Indian languages, to resolve their questions or be routed to the appropriate customer service representative.

     Tata Sky has a widespread network, providing over 270+ channels and interactive services Pan India. Previously, customers calling into the contact centre would have to navigate through lengthy menu prompts to be routed to the appropriate agent to handle their question, causing unnecessarily long call times. Tata Sky turned to Nuance to implement speech recognition technology into their Interactive Voice Response (IVR) system so that callers could simply state the reason for their call. A popular service provided by Tata Sky is allowing customers to simply say the name of a movie and the desired time for viewing in order to watch a Showcase movie. This process is  now  completely automated and saves customers from having to wait to speak to an agent to order a Showcase movie, reducing unnecessary call transfers and allowing agents to answer more complex queries.

    Tata Sky CEO & managing director Harit Nagpal said, “We wanted to provide our customers with a convenient experience that provided them with the service they desired quickly and eliminated the need to wait for an agent. We looked to Nuance’s speech and language solutions because of Nuance’s ability to service our customers in English, Hindi and 10 additional Indian languages as well as the robustness of the solution in terms of handling calls quickly and efficiently. Nuance’s professional services helped us to build a solution that integrated well with our current system and mapped well with our business processes. This deployment has successfully impacted the customer experience at Tata Sky.”

    “Tata Sky’s IVR speech implementation has given them a real advantage when it comes to servicing their customers, setting them apart from the competition,” said Nuance general manager, India & ASEAN Sunny Rao.

    “Speech recognition allows customers to have an experience that exceeds expectations. Customers can now receive service how and when they want, by choosing their preferred language and speaking conversationally,” concluded Rao.