Xdroid receives innovation award for emotion-detecting AI

By William Smith
The solution uses deep neural networks and machine learning algorithms to analyse acoustic information and improve the performance of contact centres...

AI company Xdroid’s Voice Analytics solution has been recognised for its AI-powered voice and facial analytics.

Consultants Frost & Sullivan awarded the company the 2020 Europe Technology Innovation Leadership Award, which is awarded yearly to a company developing an innovative product that receives rapid traction in their respective markets

Machine learning applications

The solution uses deep neural networks and machine learning algorithms to analyse acoustic information and improve the performance of contact centres, with capabilities including accurate speech-to-text and keyword recognition.

In a press release, Arnaud Bossy, Vice President at Frost & Sullivan, said: "Instead of simply transcribing to text, Xdroid built its language engine on a DNN base that is the latest generation of machine learning algorithms that efficiently use processing power and performance to present real-time results and suggestions to agents.”

"Xdroid offers the technology as an online real-time AgentAssist and an offline VoiceAnalytics. The real-time AgentAssist advises agents in the conversation with pop-up suggestions and alerts, and automated lookup functions to offer quick access to relevant information. It also guides agents to an ideal speech rate and volume and can perform an automated wrap-up to reduce the average handling time significantly. The offline VoiceAnalytics optimizes hardware usage and provides complex analytics after the event."

Real world deployment

Xdroid’s Voice Analytics solution has been deployed in contact centre operations for major companies in industries such as insurance, telecommunications and utilities.

"In addition to the highly scalable solutions, Xdroid is agile and can tailor deployments to customer needs," said Nick Baugh, Best Practices Research Analyst at Frost & Sullivan. "The granularity of Xdroid's processing capabilities informs and enables deep analytics, applicable to performance at the individual and organizational levels. The dashboard displays high-level core indicators such as compliance levels, productivity, and escalation requests. The analytics module can present a clear overview and definable levels of depth and categorizations. Overall, Xdroid draws on its significant industry expertise and next-generation technologies to deliver valuable insights and uniquely address customer needs."


Featured Articles

Swiss Re: Pharma, Not IT, to See Most Adverse Effects of AI

Swiss Re' AI report revealed surprising results showing pharmaceuticals stands to be the most adversely effected industry from the applications of AI

AI Safety Summit Seoul: Did it Meet Industry Expectations?

Before the summit, there were high hopes for meaningful outcomes - we see if industry leaders like EY's Beatriz Sanz Saiz thinks so

IBM's Salesforce Partnering Shows watsonx's Enterprise Reach

IBM and Salesforce's expansion of their partnership shows how watsonx’s is making inroads in enterprises across sectors

Are Business and Government Diverging on AI Safety?

AI Strategy

Alteryx Industry-First AI Copilot Sees New Era of Analytics

AI Applications

Tamr’s Anthony Deighton: Integrating AI into Enterprise Data

Data & Analytics