This is a dialog between Hiroshi and Amanda. Amanda works for a call center that handles customer inquiries from around the world. To provide efficient and personalized support, they leverage AI services. Situation: A customer from Japan calls the support line to inquire about a recent order. The customer speaks only Japanese, while the available support agent speaks only English.
Task 1: Listen to the conversation between Hiroshi and Amanda
Question Which AI service enabled Amanda to respond to Hiroshi, even though she didn’t speak Japanese?
Task 2: Observe the below image where Amanda is chatting with a Japanese customer
Question Which service helps with the translation here?
Task 3: Help the architects with the below questions
How do AI services like Speech-to-Text and Text-to-Speech improve the accuracy of customer interactions?
Enhanced Understanding:
Speech-to-Text (STT) converts spoken language into written text with high accuracy, ensuring that customer queries are accurately captured.
Clear Communication:
Text-to-Speech (TTS) converts text responses into natural-sounding speech, making it easier for customers to understand the information provided.
Real-Time Processing:
Both STT and TTS operate in real-time, allowing for immediate transcription and response, which reduces misunderstandings and improves the flow of conversation.
How can SSML be used to enhance the naturalness and expressiveness of Text-to-Speech (TTS) outputs in a call center environment?
Prosody Control:
SSML allows you to adjust the pitch, rate, and volume of the synthesized speech. This can make the speech sound more natural and engaging. For example, increasing the pitch slightly for a greeting can make it sound more friendly.
<speak>
<prosody pitch="+10%">Hello, how can I assist you today?</prosody>
</speak>
Pauses and Breaks:
You can insert pauses or breaks at appropriate places to mimic natural speech patterns. This helps in making the conversation sound more human-like and easier to understand.
<speak>
Your order number is <break time="500ms"/> 123456.
</speak>
Emphasis:
SSML allows you to emphasize certain words or phrases, which can help in conveying important information more effectively.
<speak>
<emphasis level="strong">Thank you</emphasis> for your patience.
</speak>
Voice Selection:
SSML enables the selection of different voices for different types of interactions. For example, a more formal voice can be used for official announcements, while a friendly voice can be used for customer greetings.
<speak>
<voice name="en-US-JennyNeural">Welcome to our service center.</voice>
</speak>
Pronunciation:
You can use SSML to specify the pronunciation of certain words, ensuring that names, technical terms, or foreign words are pronounced correctly.
<speak>
The product name is <phoneme alphabet="ipa" ph="ˈæpl">Apple</phoneme>.
</speak>
Audio Effects:
SSML supports the inclusion of audio effects, such as background music or sound effects, to enhance the overall customer experience.
<speak>
<audio src="sound_effect.mp3">Your call is important to us.</audio>
</speak>
