Following on from our last Sonin Create, our Android team have been experimenting with voice recognition.
Initially tasked with developing a useful business app that incorporated Bots, Chatbots or Messenger, our Android team created … Sonin Support.
A project support app that helps businesses manage client enquiries and requests in the most efficient and effective way. Designed for companies that receive a range of different requests and enquiries from clients and customers, some urgent, some important, some that need additional attention, some that can be completed within a few minutes and all of which need to be documented and recorded.
So our Android team created an app that not only manages these incoming requests, but uses speech recognition and automation to prioritise, distribute and respond to all enquiries. They’ve tapped into Google API’s for NLP (natural language processing), allowing a client or customer to leave a quick voicemail, whilst actually providing businesses with a simple text ticket to work with. The client simply needs to log into the app, click to create a new ticket, and talk through their issue.
The team took this one step further by creating a number of pre-set rules that define ticket types, and recognise specific words, such as ‘urgent’, ‘broken’ or ‘fixed’, which then intelligently assign a priority level for the ticket, and a personalised reply is automatically sent to the client. This gives businesses a detailed list of the requests we need to look at immediately and gives the client assurance that their request has been acknowledged and will be looked at.
Not only does this start an on-going conversation with the client, but it allows us to collect the information and assure the client we’re working on it quickly and efficiently. This two-way mobile app saves time, reduces the risk of misunderstanding, tracks conversations and records all requests.
And this is just the first working prototype. We can extend the application to automatically sync with project management tools, notify specific members of the team on specific issues, or even predict the amount of support time to assign to a ticket. We can also include rich media messaging, such as images and video clips to help support the messages.
The Sonin Support prototype has the scope to extend into a comprehensive support system for any company.
Our innovation lab, Create, gives us the ability to test out and experiment with new technologies, and more importantly, to explore how they can integrate with existing business processes or enhance them. Keep up to date with our latest Create projects by signing up to our newsletter today.
We know that despite an innovation strategy being a top priority for many businesses the majority don’t have the capacity to support creativity and innovation or have the funds to invest in it without seeing a real-life use case first. So we’re here to give you the insights you need to turn a vision into reality.
Get in touch with us to see if we can explore a new technology or functionality for your business.