If they have 30m customers, each one receives on average 1 message per day resulting in about 4,500 servers being necessary, with 8 cores each assuming each 30 second voicemail processes at 3x realtime or 1:30 (which is considered state of the art in modern speech recognition). This calculation is based on 10% of transactions happening during the peak busyhour, which is standard when sizing telcom platforms.

I bet you will find they do not have the servers necessary to claim automation for these 30m customers.

This does not mean 98% automation OR 2% manual. It means they have reduced agents by 98%. I am sure they have a level of automation. However ASR technology even with AI attached will not produce 98% automation. These numbers are only achievable with constrained vocabularies. They also have the added challenge that mobile audio is notoriously noisy so even knowing what 99% of people might say does not mean your engine will understand what they have said.

This whole debate comes down to less spin and more vox. How many X% of voicemails, not hangups or empty calls require human interaction.

The way they've expressed this 2% suggests that more than 2% of messages require human interaction – otherwise why wouldn't they just say 2% (or less).

If when they started they required 100% intervention then they are now at 2%. Presuming that they never required 100% they must be (after 98% reduction) at less than 2%. Let's call it 1%.

Well done Porter Novelli. We're all thinking 'more than 2%' but the actuality must be less than 2%

If they have 30m customers, each one receives on average 1 message per day resulting in about 4,500 servers being necessary, with 8 cores each assuming each 30 second voicemail processes at 3x realtime or 1:30 (which is considered state of the art in modern speech recognition). This calculation is based on 10% of transactions happening during the peak busyhour, which is standard when sizing telcom platforms.

I bet you will find they do not have the servers necessary to claim automation for these 30m customers.

This does not mean 98% automation OR 2% manual. It means they have reduced agents by 98%. I am sure they have a level of automation. However ASR technology even with AI attached will not produce 98% automation. These numbers are only achievable with constrained vocabularies. They also have the added challenge that mobile audio is notoriously noisy so even knowing what 99% of people might say does not mean your engine will understand what they have said.

This whole debate comes down to less spin and more vox. How many X% of voicemails, not hangups or empty calls require human interaction.

The way they've expressed this 2% suggests that more than 2% of messages require human interaction – otherwise why wouldn't they just say 2% (or less).

If when they started they required 100% intervention then they are now at 2%. Presuming that they never required 100% they must be (after 98% reduction) at less than 2%. Let's call it 1%.

Well done Porter Novelli. We're all thinking 'more than 2%' but the actuality must be less than 2%

CORRECTION: I’m a victim of SpinVox Spin – Sorry! [link to post]

– Posted using Chat Catcher