12/18/2023 0 Comments Azure speech to text languages![]() “The core technologies as they advance, the advancement will go into any of the customers using the models. According to Srivathsa, ICICI Lombard will have access to all the research and development (R&D) that is happening at Microsoft in developing its voice agent Cortana. Acknowledging that ICICI Lombard has been a frontrunner in deployment of the software giants cognitive services, Microsoft national technology officer Rohini Srivathsa said that the insurer has shown ingenuity in adopting technology from a platform and customising it at two levels - first for the non-life industry where everyday words like ‘cover’ and ‘claim’ hold different meanings and then for Indian ‘Hinglish’ where two languages are used in the same sentence. “For much of the technology that we have deployed, the true value has come out now because of the lockdown situation as it has helped in the last mile reach,” said Nayak. Earlier, it used to manually screen 20% of the calls to check compliance and quality of its tele-customer services. ![]() According to ICICI Lombard chief technology office Girish Nayak, the company does around 10,000 outbound calls a day. It now aims to make further use of the cloud-based platform. The company has already tasted success in using image recognition under Microsoft’s Azure Cognitive Services in assessing claims. The longer-term goal is to use these conversations to teach its artificial intelligence systems so that they have the capability of facing customers directly in future. ![]() The company has now deployed Azure Speech Services and Natural Language Processing in its outward call centres to automate supervision of calls. Mumbai: ICICI Lombard General Insurance is working towards using Microsoft’s speech-to-text tools as a stepping stone to build up artificial intelligence ( AI) capability in dealing with customers.
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