NSE Fano Callinter Introduction

• Fano Company Introduction

Fano is a language artificial intelligence company specializing in speech recognition and natural language processing technologies. Its core technologies include automatic speech recognition, speech synthesis, natural language processing, and voice biometrics. Founded in 2015 by researchers and engineers from The Hong Kong University of Science and Technology, Fano focuses primarily on the development and deployment of speech recognition systems. Their technology is based on deep learning and artificial intelligence aimed at addressing various challenges in speech recognition and natural language processing, such as multilingual support and accuracy in noisy environments.

• Fano Core Technologies

1. Hybrid language ASR model (promises over 85% accuracy)

2. Real-time multilingual speech-to-text

3. Overlapping channel automatic separation - speaker isolation

4. Identity verification

5. Natural language processing (analyzing dialogue roles, proper noun tagging, customer call purposes, etc.)

6. Interactive summary abstract

• Callinter Key Features Introduction

Basic Concepts:

Converts speech to text and analyzes intentions, call purposes, customer emotions, etc., useful for call center agent quality checks, identifying reasons for sales success or failure, and providing optimization solutions.

Additional Features:

1. Call categorization: Automatically labels and categorizes all call interactions

2. Automated analysis: Automated quality checks, conversation summaries, automatic detection of potential complaints

3. Powerful search capabilities: Search using transcribed text

4. Built-in word clouds/dashboards: Trend analysis and exploration of new topics

5. Localized multilingual models: For example, Taiwanese, Mandarin, and English

• NSE Genesys Integration with Fano Callinter

NSE Enterprises can provide solutions for integrating both, becoming the optimal "intelligent customer service center." 

Integrating Fano Callinter with Genesys Cloud involves scheduling audio files and associated recording data, automatically uploading them to Fano Callinter for real-time transcription and data analysis.

Applications and Benefits of Integration:

1. Anomaly detection: Detect any improper behavior during calls and determine necessary actions thereafter

2. Call summarization: Provide content summaries after each call for quick review of all call records

3. Automated quality management: Achieve 100% coverage, standardize operational processes for easier performance management

4. Automatic classification: Standardize trend analysis and call handling times

5. Business process review: Confirm customer needs, reduce customer churn, and facilitate cross-selling