Chatting

In addition to chatting with you, can AI chatbots now also tell how you are feeling?

The next generation of AI-powered chatbots might be so adept and friendly at answering your questions that you may never be able to tell them apart from their flesh-and-blood counterparts.

Five9, the company behind a new answering machine, says its new technology – which uses AI to break sentences down into sounds and tones – will allow companies to make significant savings in staffing costs.

The key to making the caller experience satisfying is to use a human voice to train the AI.

“At the end of the day, people are going to understand that they’re talking to a machine, they’re going to understand that they’re talking to software,” said Callan Scheballa, project manager at Five9.

“Yet the voice he uses, there’s no reason it shouldn’t sound good. Now, the more realistic it can sound, at least in our experience, the better the reception from customers who go talk to that,” he added.

How it works?

To find their final voice, Five9 auditioned actors in London and cast Joseph Vaughn to record a series of scripts for the company.

This audio was then broken down into sounds and tones rather than words allowing the AI ​​program to recreate not only phrases but also distinct moods.

The software is trained to detect word combinations and tones in the caller’s voice so that it can also respond to their emotional state.

“We capture all of the audio data and all of the frequency and vibration combinations inherent in a voice, which as humans we would recognize to be a voice, but the machine is just guessing the sounds,” Rhyan said. Johnson, engineer. of Wellsaid Laboratories which is involved in the project, said.

“Eventually, these sounds and patterns turn into something that we recognize again as a human voice. We might be aiming for perfection, but the human voice is not perfect, so we are aiming for human naturalness instead,” a- he added.

Five9 says their AI agents have already answered over 82 million calls for healthcare providers like Covid Clinic, major retailers like Pizza Hut as well as insurance companies, banks, local businesses and state and local governments.

Their new Virtual Voiceover technology will be available next year.

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