Tecnologías de voz y banca conversacional, el siguiente paso hacia la transformación digital

Tecnologías de voz y banca conversacional, el siguiente paso hacia la transformación digital

La banca privada ha entendido cómo las tecnologías de voz siguen potenciando la fidelidad de los clientes con el banco, gracias a la integración coherente entre el toque humano y la automatización de los servicios. 

Una investigación realizada por Digital Banking Report encontró que el 75% de las instituciones financieras consideraron usar la inteligencia artificial conversacional, los datos y el análisis para acercarse más a los clientes a un nivel masificado sin perder la personalización de los servicios.   

Así fue como 2020 nos demostró que la combinación entre tecnologías de voz, AIC y equipos humanos de trabajo capacitados, representa una oportunidad concreta para que los clientes ‘tengan todo el banco en sus manos’ sin necesidad de visitar la sucursal física.

 

La banca conversacional sigue aumentando su alcance

 

Como consecuencia de la nueva normalidad, la banca conversacional tiene como objetivo replicar el toque personal del apoyo presencial y fusionarlo con las demandas de la era digital.

A su vez, este nuevo modelo de negocio, permite que los clientes tengan una visión global de su patrimonio y respalden sus desafíos personales en cada etapa del ciclo de vida, aprovechando el reconocimiento de la lealtad, la proactividad y la experiencia humana.

Desde esta perspectiva, la entrega de servicios financieros se ha convertido rápidamente en un negocio de experiencia: donde las herramientas se adaptan a un enfoque en la comprensión de la entrega de mejores respuestas, de modo que los usuarios, la empresa y la marca se conviertan en un ‘todo en uno’.

En respuesta a esta nueva dinámica, los IVR conversacionales o los asistentes de voz han reducido el tiempo de espera del cliente en un 92% y han aumentado la resolución de la primera llamada en un 80% para seguir el ritmo de la transformación digital.

 

El futuro próximo de la banca está cargado de experiencias más unificadas, empáticas y rentables

 

Juniper Research predice que el 90% de las interacciones en los bancos se automatizarán para 2022 mediante asistencia virtual potenciada con AIC. La investigación también sugiere que se pueden lograr “ahorros drásticos de costos” en el sector bancario.

¿Hasta qué punto la experiencia de los clientes puede inspirar la transformación digital cotidiana, fortaleciendo la relación con la banca privada, desde un punto de vista rentable?

Para dar respuesta a esta pregunta, elegimos las tres principales razones para apoyar la transformación desde la perspectiva conversacional y la ayuda de las tecnologías de voz.

 

La implementación de asistentes de voz beneficia a los servicios financieros por:

 

  • La reducción de costos:

    Ya que manejan de manera efectiva las solicitudes comunes de los clientes que reducen los costos operativos. 

Las empresas gastaron casi $ 1.3 billones para atender estas solicitudes y los asistentes de voz pueden ayudarlo a ahorrar hasta un 30% .

  • La reducción del margen de error en cada interacción:

    El trabajo manual aumenta el riesgo de errores que eventualmente pueden representar gastos. Y la banca conversacional ofrece un servicio sin errores y evita complicaciones. 

Por ej. Lili Assistant, está programada con toda la información necesaria para dar respuestas inmediatas, cargadas de detalles que pueden ser obviados a la luz de los agentes humanos. 

  • La fácil escalabilidad:

    En el caso Lili Assistant, los servicios financieros tienen la posibilidad de escalar cada interacción de primer contacto durante horas pico o aumentos inesperados en las solicitudes. Además de tener la capacidad de manejar grandes volúmenes de conversaciones sin afectar los costos comerciales y la relación con los clientes.

 

Es tiempo de enfocar esfuerzos en personas, soluciones tecnológicas y la voz como principal activo

 

¡El siguiente paso es la implementación perfecta!

 

La diversificación hacia otras funciones que van más allá de ayudar al centro de servicio es otro componente principal de innovación dentro de los servicios financieros y es necesario contar con el equipo de personas idóneas que lleven al éxito de cada integración. 

Si quieres hacer parte de los nuevos conceptos de la transformación digital por medio de la implementación de las principales tendencias dentro de la industria, es tiempo de ponerte en contacto con nosotros. ¿Qué estás esperando?

Para lograr que esos beneficios sean tangibles, los bancos deben aprovechar las grandes cantidades de datos personales de los clientes, que representan un activo poderoso. El perfil financiero, actitud digital, comportamiento de gasto, intereses personales, etapa del ciclo de vida del cliente, interacciones en redes sociales, el discurso literal y el análisis de texto a texto son algunos de los conjuntos de datos que puede filtrar y procesar la AIC. 

De esta manera, la combinación de las capacidades del equipo humano para guiar las herramientas y la integración de un modelo de servicio empático se transforman en una experiencia centrada que representa el siguiente escenario normal de banca: comprender el estado financiero de un cliente en tiempo real, y transformar esta comprensión en una gran experiencia en todo momento.

Fintech and AI: Advances, challenges and opportunities

Fintech and AI: Advances, challenges and opportunities

The testing ground for AI initiatives in finance is increasingly expanding. Fintechs are gaining more relevance in the digital transformation processes of the sector.

 

In Latin America, Colombia is the third country in the region with the highest growth in the fintech market, Brazil and Mexico comes first, (Colombia is the 14th nation in the world). It is important to focus attention on the tech advances that are leading the way towards the development of AI-powered solutions, available to more people.

Finnovista showed in its most recent report that loans lead the offer with a participation of 25%, followed by payments and remittances with 22%, and business technologies for Financial Institutions with 14%.

 

At Vozy, we talked with a Fintech in Colombia, to know how voice technology helps the FINTECH ecosystem to advance in innovation issues. As a result, we created the webinar “How voice technologies drive the fintech growth” which is part of the series: The Voice Revolution.

In this first webinar, Erik Rincón Cárdenas, President of Colombia Fintech, will talk about new forms of innovation focused on the financial needs presented by new consumers. Likewise, we will look at the challenges that will shape the near future of Fintech and the strengths that voice assistants and conversational AI have to respond to demand.

Ethics, inclusion, digital culture, and the behavior patterns that statistics begin to show will be some of the key terms in the conversation on February 18 at 11 am COL between Juliana Corcho, Marketing Manager of Vozy, and Erik Rincón Cárdenas.

To stay on top of what’s happening in the financial industry and the impact of new AI-powered solutions, take a look at The Voice Revolution. Click here and sign up.

With conversational AI, we will transform user experiences in 2021

With conversational AI, we will transform user experiences in 2021

The pace of change continues to accelerate in all spheres of society, especially in the business sphere, Latin Americans continue to emphasize the revolutionary character that resists backwardness and economic stagnation.

 

The last year served us to gain momentum towards the expansion and reinvention of companies, the lessons learned puts us in front of the creation of new alternatives such as conversational AI, to meet new challenges based on the high expectations of users.

This is how the passage of time and crisis (especially the latter), has led to the creation of a solution that helps companies face those challenges of digital transformation through automation. Being able to scale and enhance the user experience, is key, as we demonstrate with our ability to respond before the COVID-19.

 

During the pandemic, Vozy has achieved a 600% increase in its services, with Colombia being the country with the highest growth, particularly in the health and financial industries.

 

Hand in hand with growth in terms of solutions, we nurture our DNA with the main component, our human team. COVID-19 made available to brands a quantity of data that needs to be addressed, from the generation of easily accessible products and services with a high level of security. For that, we have been committed to recruiting expert human capital to guarantee the success and correct implementation of our solutions.

 

With an unprecedented level of innovation, for us, the novelty is no longer in the ability of a bot to learn and transform data into personalized experiences, but in the ability to adapt digital strategies to the needs of the consumer in the new era. You can see more of this in our 5 Conversational AI Trends That Will Mark Lucrative Experiences During 2021.

 

That is why, at Vozy, we assume the leadership of The Voice Revolution in the region. We create new solutions, with a growth vision and involving voice assistants to improve productivity is our aim. Being possible thanks to biometric alternatives for recognition along with data protection that, in turn, will add an extra layer of security to each digital experience and will automatically transform the service provided by each business model, focusing it on specific needs.

 

Thanks to our research, implementation, and development processes, our clients will be able to incorporate new solutions that are not only limited to automation but also add value to the strategic extraction of data that arises from each conversation through speech analytics. Identify unique Voice patterns to provide security and personalization will add valuable relationships with Voice Biometrics; and, on top of that, they will have the adaptation of Lili Assistant to finance and health industries.

 

All these reasons make us the integral provider, capable of attacking different points of a highly automated, intelligent, secure, and available service strategy for any kind of industry. All this backed by the opinion of our clients.

 

This is a call to all brands to explore the need to know, listen and accompany their customers from an automated and intelligent perspective that makes their lives easier. This is the digital transformation since The Voice Revolution.

tecnolog[ias de voz

Vozy Brings Neural Text-To-Speech Technology to Spanish Speakers in Latin America

Vozy Brings Neural Text-To-Speech Technology to Spanish Speakers in Latin America

We can all recall the dull and monotonous voices of machines that we were all forced to listen to when text-to speech (TTS) technology and Artificial Intelligence (AI) were new. Who hasn’t experienced a voice from machine that was so boring that it could put us to sleep if we were subjected to it long enough? Lucky for us, with the dawn of neural TTS these dull machine voices are becoming a thing of the past. Also, these technological improvements have allowed companies like Vozy to give us high-quality products including virtual assistants that can speak to us in numerous Spanish accents. 

Improvements made to Text To Speech Technology

Understandably, one of the first aspects of text to speech and AI technology that companies sought to refine was the sound of the machines’ voices. Many users found the sound of these voices to be unpleasant and tiring. For this reason, technology companies began seeking to replace their standard TTS models with neural TTS models. This technology has developed  machine voices that are more natural-sounding and enjoyable to listen to. Studies have been done where participants have been asked to listen to recordings produced using neural text to speech and recordings produced using human actors. The majority of participants in these studies have said that they enjoyed listening to the neural text to speech produced recordings as much as as the recordings made with human actors.

The Process of Neural Text to Speech

These more realistic sounding voices were accomplished by making some changes to the processes that computers use to turn text into speech. Vozy, as a leading technology company, has thrown its hat into the neural TTS game. Generally speaking, the process of turning text into sound has been simplified. The previous standard models split text into smaller units and start piecing together different audios for each unit according to the preceding or following units. These models require a huge dataset of audios for each unit to correctly represent a transition. As we can see, these models were long and complicated. In contrast, the process with neural text to speech is more concise. The steps are as follows: the text is first put into the system, sent to an acoustic generator, then sent to an acoustic vocoder, and finally, the sound is produced. An additional benefit to this streamlined method of neural TTS is that the computer can interact with the user in almost real-time.

One exciting aspect of neural text to speech and AI technology is the possibility to teach machines to adapt to new speaking styles more quickly than a human could learn them. With the neural model, it takes a machine a few hours to learn a new speaking style. In contrast, it would take a human actor a significantly longer time to learn the same new speaking style. Neural tts Vozy

What Vozy is Doing with Neural Text to Speech Technology

Naturally, these improvements in Text-to-Speech technology have led us to the development of machines that can speak in different accents. This technology has previously been available in languages such as English. However, Vozy is the only company in Latin America that gives us neural text to speech technology in Spanish. We currently offer this technology in more than eight Spanish accents, including Colombian, Mexican, Argentine, Chilean, Peruvian, Puerto Rican, and Venezuelan. As everyone knows, the way that words are pronounced in the same language can vary depending on where the speaker is from.   
Here you can listen NPS demo with an Argentine accent.

For example, imagine the difference between speaking to a person in Boston and speaking to a person in Los Angeles. If we asked the person in Los Angeles, “Where did you park your car?”, he or she may reply, “I parked my car in the parking lot.” If we asked the individual from Boston the same question he or she may reply phonetically, “I pahked my cah in the pahking lot.” If both of these individuals had a device that was enabled with neural text to speech their devices would speak to them in their respective accents. The same is also true for businesses that use machines enabled in other languages such as Spanish. For example, with neural networks technology, it is now possible for a Mexican business to have a virtual assistant field phone calls to its customers with a Mexican accent. Same applies to a Colombian, Argentinian or any other Spanish-speaking company.
Here you can listen NPS demo with a Colombian accent.

Vozy’s Neural TTS Process

The process that we use to provide our customers with a virtual assistant that speaks in different Spanish accents is similar to the process that big companies have used. Machine learning is used in order to convert text encoded as a string of characters to a sequence of cepstrum coefficients. Then the cepstrum coefficients are converted into a continuous audio signal by a neural vocoder.   Vozy’s AI neural TTS technology levels the playing field for Spanish speaking people in Latin

America. Beginning with our virtual assistants there are a plethora of ways that this technology can make our customers technological experience more enjoyable. With the help of Vozy’s technology, Spanish-speaking companies can now take advantage of these improvements in Text-to-Speech models  while using machines that speak in their accents.  
Here you can listen NPS demo with a Mexican accent.

The creation of neural models has ushered in a new age of text to speech technology. Now the voices that are emitted from machines powered by neural TTS are so lifelike that we would sometimes prefer to listen to them as opposed to actual people. Vozy is at the forefront of this new digital era and is committed to bringing our customers all over Latin America, high-quality products powered by neural TTS that will allow them to engage with their clientele in their specific Spanish accents.