Startup Uses Speech AI to Coach Contact-Center Agents

Minerva CQ, a startup based in the San Francisco Bay Area, is making customer service calls quicker and more efficient for both agents and customers, with a focus on those in the energy sector. The NVIDIA Inception member's name is a mashup of the Roman goddess of wisdom and knowledge -- and collaborative intelligence (CQ), or the combination of human and artificial intelligence. The Minerva CQ platform coaches contact-center agents to drive customer conversations -- whether in voice or web-based chat -- toward the most effective resolutions by offering real-time dialogue suggestions, sentiment analysis and optimal journey flows based on the customer's intent. It also surfaces relevant context, articles, forms and more. Powered by the NVIDIA Riva software development kit, Minerva CQ has best-in-class automatic speech recognition (ASR) capabilities in English, Spanish and Italian.