TADSummit 2022 8/9 Nov Aveiro Portugal How to best maximize the conversation data stream for your business? Surbhi Rathore, CEO & Co-Founder, Symbl.ai How do we go from building a scalable pipeline of conversation data that merges and correlates with other types of data in the business and helps us makes decisions and predictions that are informed by conversations? We will talk about context, real-time aspects of understanding and how you can use this data combined with sales, marketing, HR, support and other existing analytics to understand behavior and adapt to what works best in each of these functions. We will go deep into specific use case and customer stories that have adopted Symbl’s conversation understanding platform to drive this change in their organization and give concrete examples of where to start.

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How to best maximize the conversation
data stream for your business?
Surbhi Rathore
CEO, Co-Founder

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Actionable intelligence and knowledge is hidden in
unstructured audio data.
Unlocking the potential of human conversations

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Integrating audio into your data stream
Activity Data
Text
Conversations
Audio Data
Real-time,
Events
Tracking &
Monitoring
insights from Unstructured
audio/video content (in
recordings/live
calls/transcripts)
Applications
ETL Pipelines
B.I Tools
Research / Analytics

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Your audio intelligence infrastructure
● Dialogue understanding of
unpredictable human behavior in
conversations
Specialized systems
for conversations
● AI Capabilities that go way beyond basic
Speech Recognition
● Ease of extensibility and Customization for
your specific use case and datasets
Advanced conversation
analytics
● Assess mode of intelligence needed
with latency requirements,
performance, and scale
Streaming Inference
or Batch Processing

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Confidential
Example: Using Audio Data to Evolve CX
To support continued evolution across the CX lifecycle
To support continued evolution across the CX lifecycle
Aware Acquire Care Retain Grow Evangelize
Message Voicemail Video Audio IVR Meta

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Confidential
Example: Using Audio Data to Evolve CX
Monitor
Comply
Act, Assist
Search To support continued evolution across the CX lifecycle
To support continued evolution across the CX lifecycle
Aware Acquire Care Retain Grow Evangelize
Message Voicemail Video Audio IVR Meta

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Confidential
Lead Scoring
Entities, Sentiments,
Intent to buy and
upsell
CRM Data
Objections, Competitive
Mentions, Missed
Opportunity
Success Metrics
Integrate using APIs into your CX workflows
Churn Risk, NPS,
Empathy,
Sentiments

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Compliance
Entity Detection & Redaction
(PII/PCI/PHI)
● Redact, De-identify and Anonymize Sensitive
information in conversations
● Recognize unformatted data from spoken
conversations
● Use across written communication and
documents
● Replace redacted entities with Synthetic Data
Person Name
Age
Phone Number
Email
Passport
SSN
Drivers License
DOB
Birth Place
Address
Postal/Zip Code
Language
Occupation
Religion
Physical Attribute
IP Address
Username / Password
.
.
.
Bank Account
Routing Number
Credit/Debit Card
CC Expiration
CVV
Cheque Number
SWIFT Code
Branch Transit Number
IBAN
IFSC Code
MICR Code
Sort Code
BSB Number
.
.
.
Blood Group
Health Condition
Drug
Injury
Medical Process
Medical Statistics
Health Card Number
Insurance Company
Insurance Plan
Insurance Network
Medical Record Number
Medicare Claim Number
.
.
.
PII PCI PHI
Secure Storage Data Discovery

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Sentiments
● Polarity based Sentiment Analysis
○ Sentence Level
○ Topic Level (Aspect based Sentiment)
○ Emotion and Tone based
● Streaming & Async
● Sentiment based on meaning and intent of
dialogue like politeness, anger, empathy
● Low latency inference (as low as 60ms)
Call Tracking Live Agent Assist Call Quality
Coaching Trend Analysis
Search & Indexing
Compliance Alerting Handover

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Intent Detection
● Track Predetermined Intents, Topics, Tones,
Insights or any Classifiers
● Create any Custom Intents with ease
● Leverage vertical and pre-built intents
● Low latency inference (as low as 60ms)
● Reduce time by using zero-shot learning
● Multi-lingual support
Call Tracking Live Agent Assist Call Quality
Coaching Trend Analysis
Search & Indexing
Compliance Alerting Handover

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Symbl.ai Platform
Audio
Persistence (Optional)
Streaming
Audio
Video
Text
Async
WebSocket
RTMP
HLS
SIP
PSTN
Audio/Video
File Upload &
Hosted URLs
Transcripts
Chat
Email
SMS
ASR
Topics
Trackers
Sentiment Summary
Analytics
Entities
Redaction
Insights
Ready to use, and Customizable
Conversation
REST APIs
Management
Customizable
Experience Apps
Platform
Console
Pre-built and custom models, and private tenants
Bookmarks
Custom
Integrations
Flexible integrations Data and Experience

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Important Resources
Developer Center
API documentation can be found at
docs.symbl.ai
GitHub Repo
Access our repositories at
github.com/symbldev
Resource Center
Release notes, blog posts and rich content
symbl.ai/resources
Community Support
Questions, Issues, Development Support
Slack for Symbl.ai
Sign up for free at
symbl.ai/signup

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Thank you!
Surbhi Rathore
CEO, Co-Founder, Symbl.ai
surbhirathore@symbl.ai