Sandi Enhances AI Dig with Cloud-Native Voice Recognition for Contact Centers

In a bold move to modernize the contact center landscape, Sandi Corporation, led by President Soichiro Asada, has announced the release of an upgraded version of its AI knowledge management solution, AI Dig. This new iteration targets companies utilizing the Genesys Cloud platform, offering additional features that promise to simplify both deployment and operational burdens. With the addition of compatibility with Genesys Cloud's AudioHook, Sandi aims to facilitate a streamlined voice recognition architecture that operates fully in the cloud, minimizing the need for complex configurations and user-dependent management.

Background of the Shift

As the contact center industry continues to evolve, there is a growing emphasis on adopting cloud-based systems to enhance operational flexibility and reduce the load on management resources. The trend towards remote work has also surged, driven by the need for business continuity planning and workforce retention. This has escalated the demand for systems designed to operate independently of physical locations or specific terminal setups.

However, there are inherent challenges in implementing voice recognition systems. Traditional setups often require software installation and configuration on operator terminals, leading to increased complexity and operational burdens, particularly in larger environments or those transitioning to remote operations. Consequently, the crave for a simpler, cloud-native voice recognition solution has become increasingly apparent.

In response to these challenges, Sandi has reimagined AI Dig's architecture to enhance its voice recognition capabilities. By integrating with the Genesys Cloud AudioHook, AI Dig eliminates the need for converters, resulting in a straightforward, efficient system that promotes full cloud operability.

What is AI Dig?

AI Dig is a cutting-edge support service that aids operators charged with customer interactions at contact centers. By utilizing voice recognition and generative AI technologies, it assists in knowledge searches and prepares responses based on dialogues with clients. This enables a continuous cycle of utilizing, accumulating, and learning from knowledge, thus creating a uniform response environment that is less dependent on the operator's experience and skills. As a result, both response quality and operational efficiency can be significantly improved.

Direct Integration with AudioHook

The newest version of AI Dig has been developed to seamlessly coordinate with the AudioHook feature provided by Genesys Cloud. This enhancement allows direct transfer of call data from Genesys Cloud to AI Dig without needing a client-side intermediary. Voice recognition tasks are thus processed at the server level, promoting a cloud-native architecture that stands out in simplicity and performance.

Moreover, operators will no longer need to initiate or halt the voice recognition process themselves, allowing them to utilize AI Dig without concern for daily operational tasks. By avoiding the complexities related to converters and reducing software dependencies on client PCs, Sandi has crafted a user-friendly solution that reduces the burden of configuration and software management.

Benefits of the Enhanced AI Dig

- No Need for Converters: By enabling direct integration between Genesys Cloud and AI Dig, the need for traditional converters is eliminated. This greatly reduces setup complexity and operational management efforts, streamlining the deployment process.
- Lower Dependency on Client PCs: Server-side processing minimizes the need for software installations and configurations on operator terminals, alleviating the associated workload during PC upgrades.
- High-Quality Audio Streams: The ability to directly acquire audio streams from Genesys Cloud ensures a stable voice recognition environment.
- Ease of Remote Operation Deployment: The flexible structure of AI Dig supports not only central office operations but also adapts to remote setups, accommodating the modern work environment.
- Scalability and Flexibility: This solution allows for smoother transitions during changes to seat numbers or facility expansions, reducing setup burdens and adapting to dynamic contact center environments.
- New Offering for Genesys Cloud Users: The upgraded AI Dig includes a new menu tailored for Genesys Cloud customers, which, combined with AudioHook, lessens the costs and complexities associated with prior implementations.

Looking Ahead

AI Dig has played a crucial role in fortifying knowledge utilization in contact centers, paving the way for improved support for operators and enhanced service quality. Moving forward, Sandi commits to strengthening integration with contact center infrastructures and prioritizing advancements in knowledge management through generative AI. By adapting to the ongoing transformations within contact center operations, such as cloud migrations and the increasing prevalence of remote work, Sandi endeavors to continue fostering ongoing improvements in customer experience and operational effectiveness.

About Sandi Corporation

Founded in July 1987, Sandi Corporation is headquartered in Minato, Tokyo and operates under the leadership of President Soichiro Asada. With a substantial focus on developing optimal ICT solutions for clients, the company has continually expanded its offerings in network integration, virtualization, and the construction of CTI-related systems. Recently, Sandi has placed considerable emphasis on AI-driven cognitive systems and services to meet the evolving needs of the digital landscape.

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