Ongoing Supervised Learning

Ongoing supervised learning

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.

ORATION WILL:
  • 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

C_icon_Features_Advanced speech recognition Advanced Speech Recognition

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.

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C_icon_Features_Ongoing supervised learning Ongoing Supervised Learning

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. 

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C_icon_Features_Intelligent-call-routing Intelligent Call Routing

Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.

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C_icon_Features_Contact-centre-agent-view Contact Centre Agent View
With contact centre agents able to see what a caller has said before they pick up a call, they’re well prepared to quickly resolve queries without asking callers to repeat information.
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C_icon_Features_Graphical-user-interface-dashboard Graphical User Interface Dashboard

Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.

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C_icon_Features_Reporting-insights Reporting Insights
The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights such as top caller intents and AHT.
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CX Platform CX Platform
Your Customer Experience (CX) platform brings together the agent telephony, CRM, and all the digital tools you need to interact with callers either via phone or chat.
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Voice Verification Voice Verification
By simply saying their account or phone number, customers can use their pre-enrolled voiceprint to securely access their account or self-service over the phone.
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Automated KYC Verification Automated KYC Verification
Oration can automatically ask and confirm identification questions without agent involvement and can integrate Voice Verification technology to match callers with their stored voiceprint.
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Transcription Transcription

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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