Message Technologies (MTI (News - Alert)) has announced the availability of MTI Natural Chat. The new hosted on-demand service allows enterprises to add Intelligent Voice Search and natural language understanding to their customer service offerings.

 

MTI Natural Chat is the result of MTI’s partnership with a number of speech, Web and Artificial Intelligence-based technology companies. It is a completely hosted offering for Voice Search and natural language understanding. MTI Natural Chat allows any new or existing IVR application to incorporate a truly intelligent natural language option anywhere within the IVR call flow. This incorporation offers a number of benefits such as significant increase in call completions, reduced per-call costs, and higher caller satisfaction levels.

 

It is easy for enterprises to incorporate open-ended questions into their IVR applications. Once a caller speaks a sentence, which describes the problem, the spoken audio is streamed in real-time to a speech recognition engine. This audio is then converted to a text string, and then applied to an interpretive engine that analyzes the text string using advanced artificial intelligence algorithms.

 

The result is then delivered to the caller using pre-recorded prompts or Natural Language TTS (text-to -speech) capabilities. All this can be achieved without having to work through deep menu structures.

 

Commenting on their new launch, Mark Abramson, CEO of MTI said that the offering combines AI and their customer's subject matter to produce a system that truly understands what the caller is trying to achieve. They are able to provide a faster, more accurate outcome to a caller's request with this solution.

 

Darrell Knight, president of MTI noted that they can offer a game-changing, intelligent speech recognition capability by combining both Speech and AI technologies.

 

“Being able to deliver Voice Search and natural language understanding as an on-demand service opens this capability up to any enterprise cost-effectively with little up-front investment,” she added.