Symbl is a platform offering “Conversation Intelligence as a Service”. It harnesses AI technology to understand natural human conversations, positioning itself at the forefront of voice tech infrastructure.
Its purpose is to empower individuals with real-time engagement, predictive experiences, and continuous learning during virtual interactions, such as sales, customer service, and employee communications.
The SymblAi platform uses conversation intelligence techniques to generate insights from conversations. These insights can consist of action items, bookmarks, questions, sentiment analysis, and trackers, among others. The platform is used to analyze, improve, and act on conversations at a large scale.
Symbl ai’s platform can be integrated into various channels and includes products to assist in customer service. For instance, the platform can empower contact center agents with real-time assist apps, call progress analysis, sentiment analysis, automated summaries, and key topic identification. This can lead to improved agent productivity and enhanced customer experience.
To maintain privacy and security, Symbl encrypts all data on its platform and secures all connections using advanced encryption methods.
Symbl functions in three main steps. First, an authentication token is generated for accessing the APIs. Then the audio for conversational intelligence is processed, which can be done in several ways, including asynchronously for pre-recorded audio or text files [1].
Developers can utilize the Symbl.ai platform to build and extend applications capable of understanding natural human conversations. These applications can include intelligent speech-to-text functionality, extract contextual insights, and generate domain-specific results [2].
Finally, the platform also includes additional features such as abstractive summarization, intent detection using trackers, out of the box topic detection, sentiment analysis, automatic speech recognition, speaker diarization, and action items and questions identification.
Symbl platform also includes a web interface with access to critical aspects of the Symbl.ai experience, such as usage, billing, and account info.
