09-06-2016

An innovation in the panorama of Speech Analytics, a brainchild of Almawave, for distance contracts: the public

An innovation in the panorama of Speech Analytics, a brainchild of Almawave, for distance contracts: the public is protected from unsolicited supplies and everyone knows what he or she is buying; businesses are helped to apply the Agcom guidelines and to avoid getting fined

Rome – 9 June 2016 – Preventing unsolicited supplies for members of the public and businesses, through monitoring for ensuring constant compliance with the Italian Communications Guarantee Authority Agcom.

This is the purpose of the new solution designed by Almawave for distance contracts. After the telephonic reading of the terms and conditions of sale, a sophisticated algorithm measures the correspondence of the written text with the spoken version. If the terms coincide the service is activated, instead, if anything is omitted or distorted, the contract is invalidated.

This is the Iride Voice V.O. (Verbal Ordering) solution, a novelty in the Speech Analytics panorama, a technology in which AlmavivA Group’s technology innovation arm has achieved international recognitions. Verbal Order is a method for concluding distance contracts, more and more widespread, especially over the phone. It can be used to sell telephone of pay-tv services, financial products and energy services, and consists of the recording of the conversation of a business transaction, which documents the accuracy and authenticity of the order imparted. In a large number of cases, however, it has been found that the contract conditions and the voice description did not correspond. Iride Voice V.O. checks for three types of errors, the insertion by voice of words not contained in the contract, the absence of important words or the replacement of one or more words with others. By means of automatic voice transcription systems and an ad hoc algorithm, the system can assign a grade reflecting the accuracy of the recording, compared to the text in writing.

"A system that guarantees consumers and protects businesses: these new solutions can radically change distance contract management processes – says Valeria Sandei, CEO of Almawave – as a result of the shift from sample-based manual controls to the automatic and full monitoring of all calls, highlighting only those that potentially do not comply with the necessary requirements".

The level of accuracy, any discrepancies or errors, miscellaneous information and, boave all, the outcome of the contract process are shown in a clear user-friendly graphical summary and enable the continuation of the process, which can also be concluded through the automatic communication of the transaction to the end user. The latter is therefore protected from receiving any unsolicited supplies and is always aware of what he or she has bought.