The BIAS of Speech

Speech technology performance is based on what data engineers provide to it. As the starting point they use data directly available in their environment. But be careful while handling data because Technology will recreate our bias and specific vision, which can be dramatic.

The evolution of voicebots

Speech technology has improved significantly in recent years, and through machine learning and conversational design, we see Voicebots communicating more and more humanely and successfully.

AI-powered voice solutions for customer service

Speech technology Empowering customer service Hello We are Telecats. We create innovative customer contact solutions with speech technology and artificial intelligence that empower customer service. We facilitate the contact centre by identifying the customer, classifying the customer’s question and routing the call. We assist the customer by intelligently routing the call to the most suitable […]

Online Masterclass Speech technology.

Masterclass Speech technology

In this masterclass, following his blog, dr. Arjan van Hessen will take you into the world of speech technology and its use in customer service. Watch the video and learn why it’s not about what is said but what is meant. How does speech recognition perform these days and what can you expect? How is […]

DPG Media optimizes CX with speech technology.

DPG Media is the largest publisher in the Netherlands. At DPG Media, the Customer Services department is responsible for service and sales for subscribers of their brands. With dozens of strong brands such as, VT Wonen, AutoWeek and of course Donald Duck, there is always an active marketing campaign that results in customer contact. […]

Routing to the best solution, the KPN service strategy.

The customer service department at KPN is the first point of contact for both private and corporate clients. The many millions of customer contacts with KPN are handled by phone and are also increasingly taking place through digital channels.

Aegon continuously working to optimize customer experience.

Aegon’s customer contact has been through intermediaries for a long time, but in the recent decade there has been more and more direct customer contact. Interaction that Aegon cherishes. Aegon formulated a new customer contact strategy: A number of workshops with Aegon’s customer contact staff identified the conditions needed to achieve this. These turned out […]

AI in customer contact.

Will smart systems with Artificial Intelligence make the difference in customer contact over the next 5 years? Since 2016, AI has been a buzz-word that goes around in “our” world. We have Artificial Intelligence (AI), Machine Learning (ML) and Deep Learning (DL) with Deep Neural Networks (DNN). But what is exactly the difference between these […]

KPN speech routing award winning case.

KPN and Telecats win CustomerFirst Partnership Award For over 10 years KPN and Telecats have been working together to continuously innovate and improve customer service for joint customers and KPN Customer Service itself. Since last year we have changed the way we work together: from a customer-supplier relationship to a partner model in which time-to-market […]