Intelligent Voice, a global leader in the development of proactive compliance and technology solutions for voice, video and other media has announced that it’s LexiQal solution has been listed in the Gartner Competitive Landscape: Emotion AI Technologies, Worldwide report of November 2020, in the category of Audio-based speech analysis, NLP-based phonetic analysis.  

“Despite 2020 being a difficult year, many emotion artificial intelligence technology providers continued to develop new use cases by applying AI to COVID-19-related issues”, reports Gartner.

Gartner then predicts that “2021 will see more emotion AI technologies in customer experience enhancement, fraud detection, ad testing and entertainment.”

In this report Gartner also includes a list of vendors providing emotion AI technologies and has listed Intelligent Voice’s LexiQal solution as a representative vendor in emotion AI technologies. 

Gartner’s research note recommends that “To succeed in the market for emotion AI technologies, vendors must: Prove that their product addresses those needs that customers have prioritized by providing specific ROI and business outcomes linked to these issues.”

Intelligent Voice’s research and development team took into account these rising needs of the market across the year and addressed it with its latest technology tool — LexiQal. This tool can be configured to service numerous contact centre use cases, including counter fraud, sales enablement, agent performance and customer satisfaction.

Gartner identifies in this report that though: “The COVID-19 pandemic has negatively impacted emotion artificial intelligence (AI) technology business in 1H20 across most industries where this technology is already applied — many projects were put on hold. In 2H20 and 2021, we see business picking up again with customer experience enhancement, fraud detection, ad testing and entertainment solutions driving demand.” The report “observes a rise in demand in these three areas Health diagnostics, Employee/personal well-being and Fraud Detection.”

The report highlights that “cybersecurity issues have augmented during the last six months and consequently demand for AI-based fraud detection models has risen proportionally. The vendor Intelligent Voice has noticed strong interest in particular, for its credibility analysis product. The vendor has specialized in detecting intention of fraud in conversations and is helping insurance providers identify those cases.”

Intelligent Voices has developed its LexiQal solution for credibility analysis to deliver analysis that is deeper than other vendors in this industry , because it has access to a wider range of academically researched indicators. For example, Intelligent Voice has worked with car insurance companies in the U.S. and the U.K., to analyse customer calls for insurance claims. The software looks for certain markers in the voice, and different ways of speaking that, when combined, point to how reliable someone’s account of damage or theft is in an insurance claim. This same approach is also designed to identify attempted account fraud at first contact within the banking industry and is designed to supplement existing voice biometric authentication.

Gartner Disclaimer:

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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