What is Ongoing Supervised Learning?
Ongoing supervised learning refers to the process of continually surfacing caller responses and suggested intents to an administrator, so they can help the ASR system learn how best to match intents with the language used by callers. While traditional ASR systems run complex and labour-intensive tuning processes at infrequent intervals, Oration’s ongoing supervised learning process means that spending a few minutes each day mapping language to intents is all it takes to keep Oration’s understanding highly tuned.
How does the Ongoing Supervised Learning work?
Oration provides contact centre administrators with a simple interface where they can see flagged caller responses that the system needs help with; these responses can be assigned to intents with just a couple of button clicks. The Oration interpreter then takes the mapped responses and uses sophisticated techniques to decide which intent is most relevant, removing the need for the administrator to have specialist speech science knowledge.
What makes Oration different?
Using a simple and intuitive interface, no specialist knowledge is required to make sure Oration’s understanding stays highly tuned to callers’ language. By automatically flagging caller responses that require attention in real-time, contact centre managers can retain complete control over their call-flows by ensuring every response is mapped to the desired intent.
- Reduce average handling times
- Identify and Verify your callers
- Increase uptake to self-service
- Provide targeted banners
- Facilitate a digital channel shift
- Improve agent and customer engagement
- Support speed to competency
Discover our features
Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.
By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers.
Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.
Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.