Cognitive computing: Using tech to improve quality of work - Express Computer

NIIT Technologies has introduced a new cloud-based solution, Cognitive Service Desk Audit, built on Microsoft Azure platform. The solution is designed to play a major role in enhancing the productivity of enterprises by increasing operational efficiency, reducing audit efforts and improving quality and vigilance. Cognitive Service Desk Audit uses AI (Artificial Intelligence) to define the tonality of the end-user through text mining and analytics. The software also audits the staff's voice and accent quality, resolution accuracy, and process adherence audit to provide quality output. Additionally, to minimise errors in understanding the end-user party during the conversation, the solution also provides real time on-screen speech transcription of the online phone conversation.