We provide a language-independent system that uses a collection of proprietary signal processing algorithms to identify various forms of stress, cognitive processes, and emotional reactions. To detect and measure minute, involuntary variations in the speech waveform and lay the groundwork for determining the speaker’s emotional profile, over 151 vocal characteristics are used.
Not at all. Speech is a complicated system whose components are regulated by the Cerebral Cortex, and which requires several physiological processes to act in perfect synchrony to create adequate speech flow. Because the brain carefully oversees and monitors this process, any “event” in the brain (heightened activity, delayed activity, internal conflict) will be mirrored in the vocal wave shape during speaking. The system recognizes this deflection and raises a Flag for further consideration! However, many of the parameters and algorithms used during analysis are in fact confidential and are considered to be the Secret Know-How based on years of research.
When a person talks, the brain comprehends the event and its potential consequences. Air is now propelled vertically into the voice chords from the lungs. These vocal cords now vibrate at a certain frequency, producing sound.
All of these steps are closely monitored by the brain, which ensures that the sound released is the one intended, is understandable, and is at a volume that the intended listener can hear. The technique ignores what a person is saying (i.e., the precise content) and instead concentrates on variations in brain activity reflected in the voice.
The real magic occurs when it comes to capturing the true feelings behind each statement!
No. There can’t be a “true” lie detector since lying isn’t related with a single uniform set of sensations that can be assessed. The purpose behind uttered words may be detected using our solution. Detecting this purpose helps you to recognise and expose the deception. Our approach is referred to as a “Emotional Detection Tool.”
The solution is a language-independent set of signal processing algorithms that detect various sorts of stress, cognitive processes, and emotional reactions. The technique ignores what a person is saying (i.e., the precise content) and instead concentrates on variations in brain activity reflected in the voice.
No. Rather the system is language agnostic! Unlike other products that captures speech to text or user’s voice pitch, the words uttered are not translated by LVA technology. Rather, it searches for unusual abnormalities in the speaker’s voice waveform. The brain causes these aberrations as a reaction to “Stimuli” (emotions and stress) that occur when someone deliberately offers erroneous information. Regardless of the language or dialect spoken, these events occur. Individuals from various cultures may display varying levels of enthusiasm or tension in different situations. Internal emotions to honesty and dishonesty, on the other hand, are universal.
What a topic says is ignored by technology (i.e., the specific content). The technology is based on mathematical modelling of speech abnormalities and variances, which has been discovered to correspond with many types of brain processes, emotional moods, and physiological circumstances of the individual throughout the discussion.
The Solution, when used in conjunction with your own judgement and common sense, is a wonderful decision-making tool. However, like any automated system, it is not always 100% correct, and mistakes may and will occur owing to a variety of factors, including unexpected background sounds during the test, malfunctioning technology, the tested party’s unique mental state, or other problems. As a result, it is critical that you do not make a choice only on the basis of the report. Use the solution to discover troublesome topics in a conversation that may require more study or explanation.
Yes, the systems can be set up to work with practically any organisational structure. In the event of a file transition, all essential files (audio and results) are compressed, encrypted, and transmitted to their destination using your own FTP account.How can I use your Voice Analysis
1. Call Center: Designed for Customer Service and Sales Teams to capture true emotional signals from consumers and deliver real-time indicators of the customer’s actual purpose and emotional state to agents.
2. Credit Risk: Designed to help banks and credit verification firms improve their risk detection and settlement processes while also increasing fraud detection rates.
3. Insurance: The solution is made up of a mix of software elements and carefully written conversation scripts that cover each insurance case from every viewpoint, monitoring the claimant’s reactions and providing continual clues for the list of relevant regions.
4. Security: The solution can identify and measure a variety of psychophysiological reactions that indicate a shift in the tested party’s perspective, notifying the trained operator to act on the information.
It is a professional speech analysis tool developed to satisfy the demands of enterprises of any size that require thorough vetting and pre-employment veracity testing, as well as “Honesty maintenance” programmes and monthly security assessments. It’s a risk assessment tool based on pre-defined automated questions for Human Resource Managers.
From the start of the test until the creation of the results, the HR Version is a completely automated application that can be used by nearly anybody with a basic understanding of human behaviour and minimum computer capabilities. As a result, amateur use is inherently more prone to analytical mistakes.
Yes, the HR version may be customised to meet practically any requirement. In the event of a file transition, all essential files (audio and results) are compressed, encrypted, and transmitted to their destination using your own FTP account.
Essentially, the emotional analysis component will be incredibly accurate if the voice quality is reasonable and the operation and preparation are right. If the attempt to lie or conceal the truth is real and puts the tested party in danger, the Risk Calculations will be quite precise as well.
For each exam, the HR Version creates a test file that includes risk analysis for each topic and question. Several other emotional reports are created and made available to more experienced HR users, and these may help with emotional profiling, stress assessments, and even the appropriateness of particular individuals for certain sorts of employment.
Yes. Although our pre-defined questions have been carefully intended to meet diverse cultures around the Work, you are free to build your own with our help. To achieve your objectives, the surveys must be carefully prepared. To learn more about this option, please contact us.
English, Spanish, French, Portuguese, German, Dutch, Afrikaans, Zulu, Chinese, Russian, and Hebrew are presently accessible in the HR version, with more languages being added as needed. If the language you want is not yet available, we can gladly collaborate with you to create one that meets your requirements.
When utilised in the contact centre area, intone/desktop version extracts and analyses several sets of information. It also gives in-call signals to assist agents understand consumers and their demands, as well as change their engagement style on the go.
The system’s unique insights assist provide tailored and speedier service, complete transactions, and save time with clients who don’t want to connect. Furthermore, these emotional readings are sent in real time to the manager’s desk, giving critical performance data and allowing for prompt action when talks turn unpleasant.
When listening in on specific calls, call centre supervisors learn to discern emotional states. It’s nearly hard to know which calls to pay attention to. This is where the solution comes in, acting as a strong “artificial ear” that concurrently listens to all incoming calls and flags just those that demand a manager’s attention.
The solution was created with small and midsize call centres in mind. As a result, call centre owners and decision makers, as well as call centre system integrators, are among the most direct clients. However, any professional involved in sales, lead validation, debt collection, or any other use-case that might benefit from emotional analysis of live or recorded calls can simply take use of the solution’s capabilities.
Certainly! The solution is designed for small to medium-sized contact centres, and you may choose the features that best suit your needs. From in-call notifications for operators alone to a fully deployed solution with real-time alerts and call access for managers, the system may assist boost KPIs in a number of ways.
The solution may help your call centre improve dramatically, from sales/support performance optimization to conserving your staff by recognising work-related stress.
The Desktop version is deployed alongside your current configuration and boosts the performance of your contact centre without requiring extensive integration or IT knowledge.
If you want to incorporate our SDK version (our core emotion detection technology for contact centres) into your existing system, it is the best option.
The Desktop Version was created with a plug-and-play approach in mind. Implementation might take as little as a few hours or as long as a few days, depending on the size of your call centre. A single hour of usability training is generally sufficient. Unlike previous “emotion detection” solutions, the solution does not involve on-site training or the creation of “key word lists.” It is ready to use right out of the box and in any language.
Examining calls using the solution’s emotion viewers reveals exactly where the call went wrong, substantially improving your ability to reflect on it and approach training in a logical, data-driven manner.
Developers, system integrators, and contact centres with inhouse development capability will benefit from the SDK/Web API version. If none of the above apply to you but you still want to profit from Emotion Detection in your call centre, give us a call and we’ll walk you through the options.
Statistics reveal that between 3% and 5% of all ongoing calls in call centres involve aspects of unpleasant sentiments. Listening to 5% of calls at random, as most call centres do, shows that there is a very minimal probability that a manager will come across a relevant call, and just a fraction ofall unfavourable calls will be investigated. Listening to the marked calls guarantees that the majority of the bad calls get evaluated, wasting the manager’s valuable time in the process.
The SDK version of the contact centre collects multiple sets of audio attributes from each spoken interaction that are indicative of many major emotional states crucial to call centre managers. These emotional states usually occur when a conversation goes off track and the consumer becomes dissatisfied with the service he receives. This collection of emotions may be broken down into tension, upset, and rage, but the solution can also detect good emotions like happiness and arousal that can be utilised to aid sales efforts.
Managers learn to recognise distinct emotions and distressed consumers when listening to certain calls and react to such occurrences in order to remedy the customer’s problem. The power of the Solution comes into play when it comes to knowing which calls to listen to ahead of time and making your work more successful. The system can listen to all incoming calls at the same time and highlight just those that are worth your time and attention.
The software may help businesses of all sizes in a variety of ways, including real-time alerts, offline data mining, automatic report production, sales force optimization, and work-related stress monitoring. Each of our partners may create their own set of functions to meet specific demands.
If you merely need a solution for your call centre, our Desktop Version with plug-and-play functionality is a good option. It is readily customisable and can be deployed within your internal network, and it may immediately provide you with all of the features of the SDK version and more!
It is the quickest way to deploy, and basic functionality might take a few weeks. The solution does not require any training and works in any language right away. Of course, the length of time it takes to construct a system is determined by your available resources and the system’s complexity
Developers, system integrators, and contact centres with inhouse development capability will benefit from the SDK/Web API version. If none of the above apply to you but you still want to profit from Emotion Detection in your call centre, give us a call and we’ll walk you through the options.
The SKD Version fundamental data extraction technology employs a series of algorithms to normalise and reduce the impact of various protocols and media on data, and in most situations, the modifications are overcome. However, in certain rare circumstances, the solution analysis may appear to be less accurate and steady in some emotional dimensions, and a fast pilot on your pre-recorded data will help us identify the amount of accuracy the solution can have in your surroundings.
The end-to-end software solution is based on professional speech analysis technologies and carefully prepared questionnaires and is designed to act as a first line of defence against fraud attempts. The honest majority may enjoy speedier and hassle-free service by rapidly identifying the High Risk few and focusing inquiry efforts on them.
Professionals in the field of truth detection understand that there is no such thing as a true “Lie Detector,” because lying is not linked to a single mental state, and human behaviours are very contextual.
We have an emotion detector that detects emotions in the voice of the person being tested in response to pre-scripted, carefully constructed questions. Its result, the “Risk Level” found per subject, is derived based on a large number of indicators around the issue, making it stand out from the rest of the exam. Such unusual and intense reactions usually suggest an issue that should be investigated further by a specialist.
The technology assumes that some emotional states are not indicative of “risk” and are instead a result of the true unpleasant situation – as a result, the Tool employs a combination of techniques to “clean” and normalise the data, ensuring that only the truly problematic things are recognized and reported to the agents.
Absolutely. The product features a variety of user interfaces that are designed to give each user the information they require to execute their activity. Using the pre-defined scripted protocol system that the software exposes through its call centre level interfaces, it knows how to associate its detection with specific topics and questions and to automatically generate a report that your investigation/underwriter team can use in the solution to reach a final decision about the case through your professional work.
Although deploying the solution is a straightforward procedure, there are a few stages that must be carefully considered:
1. We must adapt our pre-defined chat scripts to your setting in order for them to match your needs.
2. We’ll need around 3 hours to educate your contact centre operators how to use the app, and a day or two to teach your supervisors how to utilise the advanced features.
3. The complete procedure will take between 2 and 3 weeks for a small scale deployment and up to 3 months for a full site operation from contract signing to operational deployment.
Yes, the systems can be set up to work with practically any organisational structure. In the event of a file transition, all essential files (audio and results) are compressed, encrypted, and transmitted to their destination using your own FTP account.
No. The solution is a terrific decision-making tool that, when used in conjunction with your own judgement and common sense, may help you define formal investigation priorities. Due to numerous conditions, mistakes may and will occur from time to time.
The solution can reduce the number of cases sent to outsourced investigations by identifying Low Risk cases (saving time and hassle for your honest client! ), it can shorten the time and resources spent on each investigation by directing them directly to the “soft points” in the story, and it can, of course, help identify and clear many more soft-fraud cases, even for low-value claims, during the first phone call.
Several factors influence the correctness of the solution:
1. First and foremost, the emotional investment and risk of the tested party in the subject under investigation. Minimal-involvement jokes and falsehoods will elicit relatively few emotional responses, and risk calculations will seldom show up in such gags.
2. The input quality and signal-to-noise ratio. High noise levels, a faulty phone connection, and input volumes that are too low or too high will yield incorrect results.
3. The test environment, including any uncontrollable interferences or diversions.
4. Strange or erroneous results may be caused by “borderline” personality disorders or clinical conditions of the examined party.
Essentially, the emotional analysis component will be incredibly accurate if the voice quality is reasonable and the operation and preparation are right. If the attempt to lie or conceal the truth is real and puts the tested subject in danger, the Risk Calculations will be quite precise as well.
The Security Version is a series of tools meant to assist professional investigators in focusing on key concerns during an investigation. It features two analytical modes, each tailored to a certain application. You may change your research while conversing with your subject in the Online mode. The System signals will give you with critical information about your subject’s mental state at all times during the conversation, as well as indicate your subject’s level of honesty in real time. The Offline mode is intended for in-depth study of recorded information, mostly for accumulating “semi-intelligence.” The Offline mode allows you to compare different parts of the discussion, look for recurrent signs, and figure out how your subject thinks about other people/objects in the scene.
No. Other vocal stress analyzers employ micro tremors that focus on the 8-14 Hz range. These technologies are solely intended to identify “stress.” Because phone lines (and most microphones) limit the frequency range to a minimum of 200Hz, the frequency range observed for micro tremor analysis renders it useless for phone conversation analysis (above the analysed portion for micro tremors). The Security Version, on the other hand, compares the entire spectrum, looking for “little details” all over the place. As a result, not only can the security version detect stress, but also other mental states and emotional reactions
Several factors influence the correctness of the solution:
1. The tested party’s emotional investment and risk in the situation under investigation. Minimal engagement jokes and falsehoods will cause very little emotional activity.
2. The input quality and signal-to-noise ratio. High noise levels, as well as input volumes that are too low or too high (beyond the sound card’s capabilities to record), can result in incorrect or erroneous findings.
3. The system’s proper functionality. A semi-automatic system is the solution. The outcomes are influenced by the quality of online calibration and the subject’s preparedness for the exam (technological measures are taken to prevent most of these issues).
4. The test environment, including any uncontrollable interferences or diversions.
5. Strange or erroneous results may be caused by “borderline” personality disorders or clinical conditions of the examined party.
Professional investigators who have obtained sufficient training from our approved trainers should use the secure version. The ideal user will have a psychology background and/or experience conducting investigations.
No, we don’t believe so. The Polygraph has a lengthy history and is recognised to be extremely successful when utilised correctly by professionals. Our version of security is not a polygraph. We propose employing from the start of the investigation (during the pre-test interview) or even before submitting any subject to the Polygraph test to limit the scope of the inquiry to relevant topics and subjects, and then using the polygraph for the examination
We’ve been using voice analysis technologies since 1997, and we’re always discovering new things. Daily, new behavioural patterns, criteria, and questioning approaches are produced and included into our improved versions.
No. Although the Security Version appears to be a simple to use system, this is just on the surface. Training and certification are required to comprehend the nature and concepts. Our experts would offer this certification.
The Security Version’s Software Form can be translated into any language. English, Chinese, Spanish, Portuguese, Russian, Hungarian, and more languages are now accessible for the solution Dashboard. For further information, please contact us.
For the first time, Technodecibel offers a complete package to understand and control your Business, from the emotional side. Need a demo? Contact Technodecibel today.
Have more questions? Need a Demo or more information about our products? Great! Our team is always happy to help you.
