Partnership with Spitch adds voice recognition to customer service

Partnership with Spitch adds voice recognition to customer service

The technology partnership between Spitch and Luware offer customers voice-driven solutions that are integrated into the contact center solution and communication platforms such as Skype for Business and Microsoft Teams. A recent integration of Spitch voice biometrics for customer authentication with the Luware contact center solution at a leading Swiss bank is the best example of mutually complementary advantages of this partnership for clients.

Spitch  leading voice technologies

Spitch is a Swiss provider of solutions based on Automatic Speech Recognition and voice biometrics, Voice User Interfaces, and natural language voice data analytics. Their technologies are focused on facilitating knowledge work automation — one of the most promising IT trends of the next decade. The Spitch R&D team has over 50 years combined experience in R&D for Spoken Language Technologies, including Automatic Speech Recognition, Text‐to‐Speech Synthesis, Information Retrieval, and Natural Language Processing.

Complementary advantages for Migros Bank and other customers

The most recent integration of Spitch voice biometrics for customer authentication with Luware customer communication systems deployed at Migros Bank in Switzerland is the best example of this partnership for clients. The Spitch voice biometrics system receives the audio stream from the Luware contact center solution integrated with Skype for Business at Migros Bank. Luware forks the incoming audio signal to both Spitch in a secured audio stream and to Skype for Business for the Agent’s live conversation with the customer. Spitch verifies the customer voice and returns the continuous verification results to the CRM software which displays it on the Agent’s desktop. Luware handles the call dialogue and agent routing.

“Thanks to Luware’s open APIs, solutions such as Spitch’s voice recognition can be easily integrated,” says Philipp Beck, CEO of Luware. “With our selected technology partners we can offer our customers best-of-breed solutions for various use-cases that are seamlessly integrated into our contact center solutions.”

The solution allows to verify the identity of customers calling the Migros Bank’s contact center even easier and faster. While the customer introduces themselves and explains the reason of the call, the live voice is compared in the background with the voiceprint of the customer that has been registered during the previous calls. This takes only a few seconds. If the verification is successful, the bank employee receives a positive signal on her screen and can immediately start advising customers. The continuous verification process ensures that the customer identity remains confirmed throughout the conversation.

Mutual benefits and clear-cut wins for customers

“We are pleased with the promising business partnership and look forward to tangible mutual benefits and, most importantly, clear-cut wins for our customers,” says Alexey Popov, CEO of Spitch. “Besides voice biometric solution, customers could gain from other Spitch products that can be integrated with Luware technologies, in particular – automate the processing of certain categories of calls, enhance intent recognition, and fully utilize the huge potential of real-time and off-line speech analytics for customer service and support”.