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Phonon levels up intelligent IVR services with the launch of ‘Agnes’ that real-time streams speech to Google Cloud Platform


ContactCentreSolutionsprovider PhononCommunicationsrecently launchedanewMRCPpluginthatenablesreal-timestreamingforvoicebasedapplicationstoGoogle Cloud.
‘Agnes’ leverages Google’s Speech-to-Text platform to transcribe in real-time customer voice at enterprise call centers. It uses a high-performance RPC framework developed by Google (gRPC protocol) to stream user speech to Google’s Speech Recognition (GSR) in real-time. This drastically reduces the latency between the plugin and GSR.

Agnes supports 120 languages in the GSR platform, and it can be easily integrated with an existing system. And because it is dynamically coded, it can be tailor-fit to client’s specific requirements.
According to Phonon Communications’ Managing Director, UjwalMakhija, with the launch of Agnes, Phononjoinsaselectfewcompanieswhichhavereal-timestreamingcapabilitiesonGoogle’sSpeech- to-Textplatform.

“Our vision is to democratise AI,” he said. “We want it to be more accessible to tech-forward organisations so they can use it to transform their business processes and applications. Harnessing technologies like ‘Agnes’ helps our clients improve efficiency and service quality. Ultimately, it helps drive their growth and prepares them for an AI-driven marketplace.”

Phonon uses Google Cloud services like Google Text-to-Speech, Google Speech-to-Text and Google Dialogflow for speech processing with various clients.

DialogflowisaGoogleCloudservice.Itcanbescaledtohundredsofmillionsofusersandcanbeused tobuildvoiceandtext-basedconversationalinterfaces.Themostcommonapplicationsofthisinclude AI-powered chatbots and voiceapps.

Phonon’s clients use intelligent voice response (IVR) servicesto deliver contextual service, anticipate customer concern based on machine learning models and handle large volumes of calls. Phonon also utilizes voice bot that uses everyday language to answer queries and respond intelligently.

PhononisaGoogleCloudTechnologyPartnerwhichhelpsenterprisesleveragethepowerofArtificial Intelligence (AI) and Machine Learning. It is a two-time Deloitte Technology Fast 50 India winner and a finalist in HDFC Bank's Digital InnovationSummit.

Mr. Makhija added, “We believe that AI can create simple solutions for complex problems at enterprise call centers. Our expertise is delivering proactive and modern solutions that revolutionise businesses and improve customer experiences.”

For more information about Phonon and their comprehensive solution suite, visit www.phonon.io.

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