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Call Center and CRM Best Practices SpeechTEK/CRM Evolution/Customer Service Experience Review, Part 2

CRMXchange

Posted By Sheri Greenhaus Wednesday, August 27, 2014

http://blog.crmxchange.com/blog/call-center-and-crm-best-practices/speechtekcrm-evolutioncustomer-service-experience-review2c-part-2

LinguaSys has built on its core competency of Natural Language Processing. The international provider of Man/Machine Conversational Interfaces has taken a different direction in developing its natural language interface (NLUI) customer service solutions. “Most companies in this discipline still employ a systems and statistical approach,” said Brian Garr, CEO of LinguaSys. “They operate on the statistical probability that any given three words will go together. We take it from a semantic and syntactical perspective. We’ve created a network map that allows us to quickly and comprehensively understand phrases in 20 different languages using what we call ‘Concept IDs.’  We assign a proprietary numerical identifier to words that allow us call them up instantly in context in any of the languages in which we translate.  For example, we can differentiate between all of the various meanings of the word “tank” … an armored vehicle, an object for holding liquids or gases, or even the colloquial verb for deliberately failing in an endeavor.”

LinguaSys’ NLP applications are based on the linguistic concept of hyponyms- a word or phrase whose semantic field is contained within another word, its hypernym.  A hyponym shares a type-of relationship with its hypernym. For example, “dachshund”, “pug”, “beagle” and “poodle” are all hyponyms of “dog” (their hypernym) which in turn is a hyponym of “animal.” When LinguaSys analyzes all the words in a sentence, the semantic and syntactical elements instantaneously “vote” on meanings.

LinguaSys supplies Natural Language User Interface (NLUI) solutions for customer self-service that make it easy for customers to open an account, book a hotel room, order fast food, inquire about timetables, and more – all in their own words, not restricted to a rigid syntax. “When people hear about what we do, some tend to think of it as a variation of “Siri,” said Garr. “Our NLUI server takes building natural language applications to a new level.”  Alluding to research that indicates that the NLP market will grow to $2.19 billion over the next few years; he sees significant growth on the horizon.

LinguaSys NLUI applications can be deployed on-premise or on a SaaS subscription basis. The company is currently working with 16 OEM customers and is engaged in several applications with US government groups. The company recently added three new salespeople and brought industry veteran Denny Adams on board as Director of OEM Sales.  Adams had most recently served as Aspect/Voxeo’s Director of Alliances. LinguaSys is also partially owned by renowned entrepreneur Mark Cuban, who responded to a blind email by Garr that outlined the company’s capabilities and aspirations.  

 

 

LinguaSys – Helping Intelligent Assistants Understand Us

Virtual Agent Chat

Intelligent Virtual Agent and Intelligent Personal Assistant News and Views

By Amy Stapleton

August 26, 2014

At the recent SpeechTEK 2014 event, I had an opportunity to speak with Brian Garr, Chief Executive Officer of LinguaSys, a very interesting company in the Natural Language Understanding space. The prevalence of speech-enabled applications and devices has increased exponentially in the past five years. We can talk to our smartphones, our cars, and even our home appliances. Soon we’ll be conversing with social robots like Ubi and Jibo. Speech recognition technology has made vast improvements over the years. We’re also used to typing in text when we want a search engine, an app, or an intelligent assistant to answer a question or help us complete a transaction. But what about natural language understanding technology? All of this incoming language, whether it be spoken or typed, has to be interpreted and understood before we can get back the answers we need.

LinguaSysOur intelligent assistants seem to understand us pretty well when we ask simple questions about the weather or fact-based questions like “what’s the capital of Wyoming?” But can they understand more complex statements? And can they understand them when we use different languages? LinguaSys is a niche player with a unique and very powerful offering that can make intelligent assistants smarter at understanding what we say. In fact, the LinguaSys technology powers many of the smart applications we use today that involve natural language input.

In talking with Garr about the LinguaSys technology, I learned that they have the keys to a veritable gold mine. The gold mine is a proprietary treasure trove of word meanings and semantic relationships that spans thousands of concepts and over 18 languages. The LinguaSys semantic network was built up over years, during which it offered machine translation software. The company’s products still include machine translation, but the same basic technology now enables the seamless translation and understanding of a huge range of possible conversational inputs. How does this work? In the LinguaSys database, word meanings, concepts, and relationships are stored in language neutral, symbolic format. That means the word “rainbow” has the same symbol no matter if the concept is uttered in Japanese, Urdu, or English.

The use case example that Garr used during our discussions was of someone wanting to make a reservation at a hotel that would also accommodate their poodle. A speech recognition engine can probably do a good job at translating the sounds into the right words. But what are the chances that it’ll know that a poodle is dog, which is a domesticated animal, also known as a pet? This type of conceptual understanding is embedded in the LinguaSys system. It would take a monumental amount of work to establish your own comprehensive semantic model to enable you to extract this type of understanding. You might be able to leverage something like Freebase for some applications. But then what happens when you need to start supporting other languages?

The Carabao Linguistic Virtual Machine, as the product offering is called, can basically be plugged into your application to give it an NLU boost. If you leverage the Carabao Linguistic VM for your hotel booking or general reservation system, the system will understand that when someone refers to their poodle, they’re looking for a pet-friendly accommodation.

Garr refers to the LinguaSys products as middleware. You can access the solution via the cloud or from your own on-premise deployment. Based on my understanding of the product set, they can be readily integrated into new or existing applications using industry standard protocols.

I don’t know what the pricing model is for access to the LinguaSys middleware. The solution may not be affordable for smaller companies or independent botmaster types, but I don’t know that for sure. If your product or technology depends on being able to correctly understand language input, and especially if you’re challenged with accepting input in multiple languages, this is a product you’ll likely want to explore.

LinguaSys Opens New Channels for Human Machine Interfaces Including Natural Language Understanding Through Social Media and Mobile Dialogs

Denny Adams Joins As Director of Worldwide OEM Sales

Visit us in Booth #511 At #SpeechTEK -NYC August 18 – 20 http://www.speechtek.com/2014/

Boca Raton, FL August 14, 2014

LinguaSys, the award winning international provider of Man/Machine Conversational Interfaces (HMI) and human language technologies producing customized multilingual text analytics and Natural Language Understanding software for social, mobile dialogs and big data, today announced that Denny Adams has joined the firm as Director of Worldwide OEM Sales.

An accomplished and dynamic software business development executive with over 25 years of experience in technology sales, management and business development, Adams will focus on strategizing with international business alliance partners to solve problems, identify and develop new markets, drive growth, global market presence and revenue for LinguaSys NLP software. LinguaSys solutions expand global commerce, eradicating language barriers to understand all customers, which is critical to market penetration, personalized service and business success.

“Denny joins us with a wealth of experience, most recently with Aspect/Voxeo, a company well versed in the call center industry, as well as in speech recognition and telecommunications software sales,” said Brian Garr, CEO of LinguaSys. “With his extensive expertise and personal contacts, Denny’s contribution will drive tremendous acceleration on our road to great success.”

Most recently, Adams was Director of Alliances for Aspect Software (formerly Voxeo). He was a Partner at Success With Blue, providing business development consulting to a variety of companies including IBM Partners, telecommunications manufacturers, speech recognition, IVR, CTI, software manufacturers, and startups; Senior Account Director, Strategic Channels for Intervoice/Convergys; Sales Manager/Co Founder/ Partner of eResource, Inc., facilitating sales training programs for IBM and selling customer interaction solutions for speech recognition, speaker biometrics, and touch tone telephony applications; Senior Sales Executive for IBM responsible for selling IBM’s speech, IVR/VRU, CTI, and unified messaging products in the US; and Regional Sales Manager for VoiceSoft Corporation. Adams resides in Florida.

Enterprises are currently engaging customers with LinguaSys NLU solutions in English, Arabic, Chinese (Simplified and Traditional), German, French, Hebrew, Japanese, Malay, Spanish, Pashto, Persian, Portuguese, Russian, Thai, Vietnamese and Urdu. Danish, Finnish, (Bahasa) Indonesian, Korean, Norwegian, Singlish, Swedish, Turkish, Dutch, Italian and Tamil are in progress. Because we convert all languages into a broad assemblage of concepts, each with its own identifier, we uiquely have the ability to create new languages in one third the industry average time with high fidelity, providing multilingual customer engagement in social media, big data, CRM data, mobile applications and call centers. LinguaSys solutions mine content to gain rich actionable consumer insights using sophisticated statistical software to determine sentiment and reveal contextual meaning. LinguaSys was awarded the Frost & Sullivan 2013 North American Early Stage Investment Opportunity Award in the Internet Software and Services Industry.

 

 

Butler Analytics LinguaSys Review

LinguaSys primarily satisfies the need to process text in multiple languages – and by multiple we mean English, Arabic, Chinese, German, French, Hebrew, Indonesian, Japanese, Korean, Malay, Spanish, Pashto, Persian, Portuguese, Russian, Thai, Vietnamese, Urdu and others under development. This may well be unique in the world of natural language processing, and is possible because all languages are transformed into a large collection of concepts, each with its own identifier. It is the concepts which link all the languages together. The concept ‘mobile phone’ for example has the same concept number in all languages and is given identifier 26300, along with all variants that mean the same thing – ‘cellular phone’ for example.

Once the dictionary for a language has been created it is then possible to translate and identify terms in virtually any language. Clearly this will be of interest to large organisations that need to consolidate text data from many sources, in many languages. It becomes possible to conduct sentiment analysis globally, and any other form of text analytics relevant to the business. A supplier of information to the hotel and restaurants industry uses LinguaSys to create sentiment analysis from customer data around the world. Government departments and particularly intelligence agencies also use the technology. Global financial services companies also use it for a variety of reasons. In fact any multi-national organisation will have an interest in LinguaSys.

Users can opt to use the cloud based service or host it within their organisation, this latter simply involving the use of an API. Cloud users are charged per core per month.

LinguaSys was formed in March of 2010 by three founders with over thirty years of combined experience in the Human Language Technology Space. Today, LinguaSys has offices in three countries, the US, Germany, and Australia, and the team is located on four continents.

http://butleranalytics.com/wp-content/uploads/2014/07/linguasysw.jpg

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