Intent Recognition API
Marsview’s Intent Recognition API service uses advanced NLP and Entity recognition to identify user intentions from utterances in a conversation for next best action. Examples: “I can’t access the database” or “My credit card pin does not work”.
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What is the Intent Recognition used for?
During support conversations with customers, understanding the intent of the customer call helps to resolve the problem quickly. Agents can be provided with real-time on-screen recommendations from the knowledge base. In inbound/outbound sales, understanding purchasing intent helps direct the conversation for best results.
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How does Intent Recognition work?
Marsview uses a unique combination of Topic extraction, Named Entity Recognition and dependency parsers to discern customer intents from the transcript.
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What is the Marsview API platform?
Marsview conversation self-service API platform offers a comprehensive suite of proprietary APIs and developer tools for automatic speech recognition, speaker separation, multi-modal emotion and sentiment recognition, intent recognition, time-sequenced visual recognition, and more. Designed for the demanding Call Center environments (CCAI) that handle millions of outbound and inbound sales and support calls.
Marsview APIs provide end-to-end workflows from call listening, recording, insights generation, and Voice of Customer Insights. Conversation APIs are also used in one-on-one to many-to-many conversations and meetings to automatically generate rich contextual feedback, key topics, moments, actions, Q&A;, and summaries.
Features
Input
Asynchronous files or recordings
We support all audio and video file types without any transcoding.
Synchronous live streams
We support live streaming for select APIs and models. Please review the documentation for details.
Output
JSON format
API output data is delivered in JavaScript Object Notation (JSON) format with the intent.
Intent Recognition
Topic Extraction
Automatically extract key phrases and topics within a user utterance or a conversation. Rank topics based on relevance, occurrence and importance.
Named Entity Recognition
Classify text into pre-defined categories such as person names, organizations, locations, medical codes, time expressions, quantities, monetary values, percentages, etc.
Intent Detection
Based on the subject of the topic and the phrases used, determine the most appropriate intents.
Customization
Custom vocabulary
Add custom types of tones to fit your business language.
Security and Support Declaration
High uptime and 24x7 support
99.9% uptime with always-on support via email, chat and web call.
Robust security
Marsview encrypts all data via 256-bit SSL encryption and complies with GDPR and CCPA standards.
Deployment options
Optimized for public cloud and private on-premise deployments.
Use cases
- Customer care and sales communications
- Personalization and customer experience
- Lead qualification
- Online education and tutoring
Benefits
- Learn the tone (voice) of the customer
- Personalized responses and recommendations
- Improving student and teacher engagement
- Improve call performance