VB Transform 2024 returns this July! Over 400 enterprise leaders will gather in San Francisco from July 9-11 to dive into the advancement of GenAI strategies and engaging in thought-provoking discussions within the community. Find out how you can attend here.
Tomato.ai, a startup co-founded by CEO Ofer Ronen and CTO James Fan, has unveiled a zero-shot machine learning model designed to soften accents in real-time for call center agents. The company, which recently raised $10 million in funding, aims to improve communication and build trust between agents and customers, particularly in offshore call centers.
“Tomato.ai is all about making communication easier around the world by reducing the level of accent heard by the listener on the content of the conversation,” Ronen explained in an interview with VentureBeat. “The goal is, is twofold. One is to improve the ability to follow what’s being said intelligibility. And then the other one is to improve trust.”
The accent softening technology addresses a critical pain point for many offshore call centers in countries like India, the Philippines, and Pakistan. These centers often struggle to achieve the same performance metrics as their onshore counterparts, leading to lower customer satisfaction scores and difficulty securing new business.
Tomato.ai’s internal dashboard shows key call center metrics, including monthly active seats, handle time, and total minutes, which the company’s accent softening technology aims to improve. The data visualizations provide insight into the potential impact of Tomato.ai’s solution on call center efficiency and performance. (Image Credit: Tomato.ai)
Empowering human agents with AI
Ronen, who previously worked on contact center AI at Google, saw an opportunity to use AI to help human agents rather than simply automating their jobs. “We saw that there’s an opportunity to us …
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VB Transform 2024 returns this July! Over 400 enterprise leaders will gather in San Francisco from July 9-11 to dive into the advancement of GenAI strategies and engaging in thought-provoking discussions within the community. Find out how you can attend here.
Tomato.ai, a startup co-founded by CEO Ofer Ronen and CTO James Fan, has unveiled a zero-shot machine learning model designed to soften accents in real-time for call center agents. The company, which recently raised $10 million in funding, aims to improve communication and build trust between agents and customers, particularly in offshore call centers.
“Tomato.ai is all about making communication easier around the world by reducing the level of accent heard by the listener on the content of the conversation,” Ronen explained in an interview with VentureBeat. “The goal is, is twofold. One is to improve the ability to follow what’s being said intelligibility. And then the other one is to improve trust.”
The accent softening technology addresses a critical pain point for many offshore call centers in countries like India, the Philippines, and Pakistan. These centers often struggle to achieve the same performance metrics as their onshore counterparts, leading to lower customer satisfaction scores and difficulty securing new business.
Tomato.ai’s internal dashboard shows key call center metrics, including monthly active seats, handle time, and total minutes, which the company’s accent softening technology aims to improve. The data visualizations provide insight into the potential impact of Tomato.ai’s solution on call center efficiency and performance. (Image Credit: Tomato.ai)
Empowering human agents with AI
Ronen, who previously worked on contact center AI at Google, saw an opportunity to use AI to help human agents rather than simply automating their jobs. “We saw that there’s an opportunity to us …nnDiscussion:nn” ai_name=”RocketNews AI: ” start_sentence=”Can I tell you more about this article?” text_input_placeholder=”Type ‘Yes'”]