Using Symbl Conversational Intelligence APIs In Pay for Performance Calling and Answering Machine Detection

Using Symbl Conversational Intelligence APIs In Pay for Performance Calling and Answering Machine Detection

Pay for Performance Calling 

There are three components in a successful pay for performance calling solution. 

  1. Answering machine detection
  2. Real-time customer intent capture
  3. Live transcription

Before, companies needed three different vendors to solve for each component. Symbl has a comprehensive suite of APIs manageable from one API interface that addresses all three, saving companies money, time, and resources. Our conversational intelligence APIs unlock value using proprietary machine learning algorithms that identify non-human pickups and analyze and transcribe business conversations as they happen. 

 Answering Machine Detection

Your outbound calling workflow is only as efficient as your call handling expertise. Businesses lose money when an answering machine picks up and their system fails to disconnect in time. Gone are the days of paying for a partial message left on an answering machine because the system thought it was a person. Symbl’s answering machine detection can disconnect calls in as little as 3 seconds. 

At the same time, your systems should respond effectively if a person picks up the phone so you can handle the call well. Phone numbers are expensive and the ability to deliver a first-class customer experience in a cost-effective manner helps companies convert more customers.

 Real-time customer intent capture

Symbl’s programmable platform has a comprehensive suite of APIs to analyze any natural voice conversation once we’ve identified a human pickup resulting in more satisfied callers and agent efficiency. Our machine learning algorithms analyze what is said during the call and turn the conversation into follow-ups like ‘do not contact me again or ‘connect me with an agent to learn more.’ When your business model depends on those intents for revenue and legal obligation, Symbl’s functionality becomes even more critical. 

 Live Transcription

Transcription isn’t all that useful without indexing and categorization. Symbl’s transcription capability provides an accurate reflection of customer input with a complete, searchable transcript of conversations. We also offer our AI text correction layer that improves transcription accuracy and lets you enable additional AI-powered conversation insights without training and with plug and play pre-built experiences.

Accomplish the above using these Symbl APIs:

Real-time assist:

  • Ingest real-time voice conversations using Symbl’s Voice API on SIP or PSTN interfaces for the Call Telephony Integration (CTI) interface your business uses. The Voice API simplifies the implementation complexity and speeds up the overall integration process. This works great with Twilio or Nexmo-like telephony infrastructure that you might already have.
  • Real-time Transcription, Intents, Sentiments and Insights by Voice API as they’re detected will be pushed over the subscribed WebSocket connection from Symbl to your system.

Post-session intent capture:

  • In addition to the real-time assist capabilities described above, companies can use the follow-ups and action items identified using the Conversation API, to automatically manage customer intent and trigger respective business workflows.

Speaker Separation: 

  • In order to get speaker separated transcription, Push Events feature provided by Symbl’s API and Voice SDK will be used to push the speaker events from both (or more) parties. You can also choose to send independent audio streams using our WebSocket integration.

Sign up for Symbl to see how easy it is for your developers to integrate our suite of APIs into your performance calling workflow.

Using Symbl Conversational Intelligence APIs for Customer Care

Using Symbl Conversational Intelligence APIs for Customer Care

The Customer Care Challenge

“It takes months to find a customer… seconds to lose one.”

-Vince Lombardi 

 Whether your business views your contact center as a sales engine, an expert help desk, or customer care, the ability to optimize for effective conversations and reduce average session handling times whether call or chat, are top priorities. Add to that the importance of providing a great customer experience during these conversations and the potential impact these interactions can have on your brand and future growth possibilities should not be underestimated. 

Customer care agents are the front line for many enterprises. A solution that gives them the expertise to quickly assist customers results in happier customers and agents. 

Customer Care Solution

Symbl enables companies to enhance customer interactions and reduce the average session handling time by augmenting the transcription capabilities of the agent and supporting them with the right tools as the session progresses. Symbl’s APIs can enhance your contact center solution with real-time topic detection and suggested knowledge-base articles that a customer care agent can use during a session, enabling the agent to focus on the immediate engagement with the customer and resolve the customer inquiry quickly.

In addition to in-session tools, our APIs enable automation of post-session actions so that agents can manage more sessions while maintaining necessary levels of documentation. 

After a session, increase the agent’s efficiency by automatically pre-filling the call or chat disposition and contextually adding other dimensions to the session log. Artificial intelligence enables the human agent to have access to structured information from the analysis of historical data sets thanks to metadata on call or chat statistics, agent productivity, and most frequently surfaced issues, which when combined result in improved customer experience.

The Symbl Platform

Symbl’s programmable platform is a comprehensive suite of APIs that analyze any natural voice or text conversation. Our conversational intelligence APIs unlock value using proprietary machine learning algorithms that analyze customer care conversations and remove the necessity for your product teams to gather training data and build and maintain complex AI systems designed for conversation understanding. 

Benefits for users of your Symbl enhanced offering:

  • Improved customer experience thanks to better-equipped agents
  • Faster issue resolution from automated real-time actions
  • Discovery of additional areas for training and benchmarking personnel 
  • Systematic visibility into gaps in product or services capabilities 
  • Reduction in average session handling time

Accomplish the above using these Symbl APIs:

Symbl’s APIs allow for both real-time AI capabilities as well as aggregated intelligence all within the same API interface.

Real-time agent assists for voice, chat, emails, and video: 

  • Ingest real-time voice conversations using Symbl’s Voice API on SIP or PSTN interfaces for your call center product or the Call Telephony Integration (CTI) interface your business uses (info to connect with our dev team if you are looking for a specific CTI connector can be found below). 
  • Extract real-time transcription using the Conversation API – to help the agent get a better understanding of the conversation – as it happens 
  • Extract real-time topics using the same Conversation API to recommend knowledge-base articles linked to the contextual topic of discussion to help the agent access the right information faster  

Post-session dynamic dashboards for agents on voice, chat, emails and video:

  • In addition to the real-time agent assist capabilities described above, companies can use the follow-ups and action items identified using the Conversation API, to automatically add follow-up appointments for the customer or agent 
  • Together, the action items and topics can be used to provide recommendations of what business processes to execute for the customer 

Aggregated support intelligence for contact centers: 

  • Add analysis from emails or chats using our Async Text API in addition to the voice conversations connected to the same customer with contextual understanding to derive actionable insights based on the historic conversation timeline of the customer’s support interactions.
  • Aggregate the voice or text conversations across all customers to understand sentiments across touchpoints, repeated topics, issues or upgrade requests and the preferred channels of conversations. All this information is available per conversation using the Conversation API and can be used to easily derive patterns from bulk data (connect with our dev team if you are looking to create differentiated revenue intelligence dashboards for your customers here). 
  •  Process the vast amounts of recorded data already present in your business using our Symbl Async API for Voice to enhance this aggregated intelligence and derive actionable insights and growth opportunities.  

 

Sign up for Symbl and see how easy it is to integrate our suite of APIs into your customer care contact center workflow.  

Using Symbl Conversational Intelligence APIs for Sales Enablement

Using Symbl Conversational Intelligence APIs for Sales Enablement

The Sales Enablement Challenge.

 Sales pipelines are only as good as the deal intelligence that feeds them. Accurate projections and revenue targets can have far-reaching impact. Busy account executives have higher priorities than documenting sales conversations. And when they sit down to do it later, human recall may not be perfect. If you offer a CRM solution, adding Symbl to your offering addresses the gaps caused by missing or incomplete data. 

Sales Enablement Solution

Symbl captures conversational data from sales activity such as emails, texts, and calls in real-time. After any interaction, Symbl enables your CRM product to recap with follow-ups, contextual topics, and transcripts, thereby freeing up the sales executives to focus on what they do best. Rather than fighting the behavioral nature of sales, use Symbl AI to make the systems a more powerful investment by your customers. This functionality is not just a time saver for the sales team but enables accurate, timely, and shareable reporting from which business decisions can be made with confidence.

The Symbl Platform

Symbl’s programmable platform has a comprehensive suite of APIs to analyze any natural voice or text conversation. Our conversational intelligence APIs unlock value using proprietary machine learning algorithms that analyze business conversations. 

Adding Symbl to your offering gives your customers these results: 

  • Optimized employee productivity due to auto-scheduling tasks and follow-ups through outbound work tool integrations
  • Automated post-call entry into company CRM so valuable prospect information is updated 100% of the time  
  • Top-performing sales can move to the next opportunity rather than spend time updating records
  • Downstream workflows fed with real-time next step suggestions and prompts
  • Receive business-critical real-time analysis & insights from the conversations
  • Accurate recall of customer needs with a complete, searchable transcript of sales conversations

To Capture Sales Intelligence from Email Communications: 

  • To capture existing / on-going email conversations, integrate our Async Text API 
  • To convert emails housed within your platform into actionable data with follow-ups and key questions asked, use our Conversation API

If you are looking for connectors to existing email systems like Gmail, Outlook, etc. and don’t already have access to the email conversation data, contact our dev team here.

To Capture Sales Intelligence from Voice Communications:

  • Use our Voice API to access voice conversations related to your sales workflow: 
    • Integrate Voice API on PSTN or SIP interfaces, to extract the voice conversations on phone calls or any meeting platform (such as Zoom or GoToMeeting) so that any data currently siloed in multiple voice conversations related to the deal can be extracted for the record and your customers don’t have to worry about taking notes during sales conversations. 
  • Alternatively, you can use our Async API if you have access to recorded audio files. 
  • Use the Conversation API to convert these Voice Conversations into powerful insights for your CRM application and downstream workflows:
    •  Trigger real-time actions related to follow-up meetings to kickoff a calendar invite
    • Identify the key contextual topics discussed and questions asked across single or multiple calls and understand customer sentiment across all the calls

Aggregated Deal Intelligence: 

You can add analysis from emails and voice conversations related to the same deal with contextual understanding to derive actionable insights based on the historic conversation timeline of the customer interactions. You can also aggregate the voice or text conversations across the sales cycle to understand sentiments across touchpoints, repeated topics of discussions, the preferred channels of contract negotiations, etc. 

If you are looking to create a differentiated revenue intelligence dashboard for your customers, contact our dev team here.

Sign up for Symbl and see how easy it is to integrate our suite of APIs into your sales enablement workflow.

Using Symbl Conversational Intelligence APIs for Recorded Meetings

Using Symbl Conversational Intelligence APIs for Recorded Meetings

Delivering added value to the post-meeting experience and making it easy for your users to navigate meeting recording content could be the differentiator for your business. 

The Recorded Data Challenge 

Recording meetings is not enough. How do you get long-lasting value from them? Engagement with meeting recordings is usually low and our customers tell us they want to focus time and energy on delivering a world-class product rather than building the underlying tech to address this challenge. It is worth repeating, delivering added value to the post-meeting experience and making it easy for your users to navigate meeting recording content could be the differentiator for your business. Some questions to consider:

Are your customers recording all their meetings as an insurance policy against losing information, but failing to turn these recordings into actionable insights? How can you enable your users to easily navigate the recordings and eliminate the necessity to read full transcripts to find the essential information in the audio?  How can your customers search across multiple recordings efficiently? Symbl lets you solve all these challenges and more with our meetings solution. 

The Meeting Solution

Immediate benefit: With Symbl, you can add an x-ray like feature to your call or meeting recordings. Want an index of contextual topics along with the call recording? No problem. We offer extensible APIs that let you configure and extend the post-meeting summary and analysis for delivery to your user’s inbox for quick action, or other work tools like Slack. The call recording can be searched based on action items, follow-ups, and questions asked. AI-powered conversational intelligence turns your recordings into action to keep the teams focused on what matters most.

Long-term benefit: We surface topics as search hints to find other meetings where a particular topic was also raised. And simple custom code helps your customers navigate videos and transcripts in a systematic manner.

The Symbl Platform

Symbl’s programmable platform has a comprehensive suite of APIs to analyze any natural voice or text conversation. Our conversational intelligence APIs unlock value using proprietary machine learning algorithms that analyze business conversations and surface action items, transcripts, and follow-ups. 

Benefits for your company:

  • Your customers will have access to indexed and searchable meetings so the previously overwhelming lake of meetings becomes a useful and re-visitable asset
  • Now that your customers see real value in their recordings, they will want to keep them accessible ultimately resulting in less propensity to churn
  • Opportunity for you to offer an upgrade package as customers use up their default storage space resulting in increase revenue opportunities

Benefits for users of your Symbl enhanced offering:

  • Remove bias from meeting notes with an objective conversation intelligence service that contextually surfaces what matters alongside the voice capture in the recording
  • Have one source of truth with complete meeting transcripts, meeting notes, action items, summaries, insights, contextual topics, questions, signals that are linked to the recording data so that users don’t have to read the whole recording and can quickly jump to what is important 
  • Mitigate roadblocks of late arrivals and double booking
  • Understand patterns and trends in an organization’s meeting culture – sentiment, talk ratios, productivity, etc. for scalable insights
  • Aggregate and search knowledge and information across multiple meetings by filtering data based on the contextual dimensions in the conversation rather than reviewing each independently

Accomplish the above using these Symbl APIs:

  1. Async Voice API – Symbl will convert any existing and on-going recorded audio or video files that were created as part of your communication workflow into indexed and easy to consume content  – in addition to the conversation insights.
  2. The Conversation API  – can be used to map the timestamps all the insights and indexes with the recordings itself to completely change the existing recording playback experience. 
  3. You can also use our Symbl JS Widgets to embed the experience directly into your application. Connect with our product team for early access.  

Sign up for Symbl to see how easy it is for developers to integrate our suite of APIs into meeting workflow.  

Build your own Salesforce Conversational AI with Twilio Flex

Build your own Salesforce Conversational AI with Twilio Flex

Did you know you can capture real-time action items from conversations with customers, automatically push these items to a customer database, and never have to worry about missing another important task or feverishly scribble customer notes?

We will show you how to connect the Symbl voice API to Twilio Media Streams to access real-time raw audio and easily generate actionable insights and tasks from these audio streams. Take this workflow automation one step further—connect the Salesforce Opportunities dashboard to Twilio Flex to automatically send these valuable insights and tasks to the Salesforce CRM platform.

This blog post will guide you step-by-step through the workflow

Requirements

Before we can get started, you’ll need to make sure to have:

To start, you’ll need to configure Twilio Media Streams and a Symbl Websocket server. If you haven’t already done so, refer to this blog post first to set up your environment.

Getting Started

At this point, you should be able to stream audio through your Websocket server into Twilio Flex and generate insights.

In order to take those generated insights and push them to your Salesforce dashboard in real-time, we will start by updating the `index.js` file in your Websocket server.

In the code sample above, we are modifying the connection start block with a POST request that creates a new opportunity in your Salesforce dashboard with the provided json payload. You can configure this payload as needed.

  1. Once the request is successful, we want to save the opportunity id in a variable so that we can use it to push action items next. (Note: To get your Salesforce Authentication Token, refer to this guide.)
  2. Next, when action items are detected, we want to capture those insights and add them to our Salesforce dashboard under the opportunity we created.

Next, when action items are detected, we want to capture those insights and add them to our Salesforce dashboard under the opportunity we created.

To do this, we will modify the client_connection.on('message') handler.

And that’s it! With this integration, your Salesforce dashboard should now have opportunities dynamically created from yours calls and all action items generated will be logged as tasks within the opportunity.

If we head over to Salesforce, we can see an opportunity was created: Perspective Meeting with Magpie

If we dive into that opportunity, we can see that the action items that were generated by Symbl have been logged as tasks in the opportunity, automatically.

 

You can use other Salesforce APIs with Symbl to customize how your action items and topics are displayed on your opportunity dashboard. For example, you can add call logs like in the image above and show the Topics that were generated from your sales call directly in the Description field.

Read about the different Salesforce APIs.

Test out the integration

To test out the integration, navigate to the Twilio Flex tab and click on Launch Flex:

On your flex dashboard, locate your Twilio phone number and call that number from your cellular device.

When you accept the call from Flex, the audio will be streamed through Symbl’s WebSocket API and based on how you’ve configured your API calls for Salesforce, those insights will be logged in your dashboard. Open up your Salesforce dashboard and you’ll see the opportunity being created and insights logging in the opportunity in real-time.

Check out our API docs if you want to customize this integration further using the APIs that Symbl provides.

Wrapping up

Congratulations! You can now harness the power of Symbl to empower your sales team to focus on having a great conversation experience with customers and be free of any distracting activities while on the call.

Sign up to start building!

Need additional help? You can refer to our API Docs for more information and view our sample projects on Github.

Using Symbl Conversational Intelligence APIs for Telehealth

Using Symbl Conversational Intelligence APIs for Telehealth

The COVID-19 pandemic has completely changed the way we work, interact with family and friends, and get the support we need. Hospitals, clinics, and other medical facilities are being used to treat patients afflicted with this serious disease, which has prompted medical professionals to take appointments remotely for routine check-ups, therapy sessions, and other medical cases. With inpatient care and all communications going digital, there are abundant opportunities to change the way healthcare is performed for the better.

Existing and emerging telehealth products can fundamentally impact the way patients and healthcare providers communicate. By integrating Symbl’s secure conversational intelligence APIs to HIPAA-compliant platforms, doctors and healthcare professionals can:

Focus less on documentation and more on patient care

Healthcare professionals are used to spending countless hours taking notes or transcribing during appointments in order to keep detailed records of patient medical history, which are then integrated into electronic medical records (EMR). 

Symbl provides automated and real-time transcriptions of conversations, capturing every important detail, and set follow-up appointments. The time saved can be used to see more patients and provide more quality care.

Derive actionable record

Transcriptions are only one part of gathering intelligence during an appointment. Once the conversation ends, notes need to be combed through manually to source and organize data points about the patient.  

Symbl automatically creates a library of conversation topics and pulls actionable next steps from the conversation. Build out as an integration to have these next steps added to a calendar platform or imported into the patient’s electronic health Record(EMR). The Conversation API can be integrated into an existing telehealth application. 

Using Symbl’s APIs

Symbl’s APIs can be easily  integrated with audio and video conferencing platforms using SIP or PSTN to produce valuable conversation data 

Or, if you’re building your own telehealth application running virtual appointments, it can integrate directly with the audio stream using Websocket integration or use the recorded voice data to enhance the experience. 

The world of healthcare is rapidly changing, ushering in new opportunities to make communication easier, more effective, and practically effortless.

Sign up for Symbl  to see how you can integrate our suite of APIs into your telehealth workflow. And from all of us at Symbl, stay safe and healthy.