Voice analytics transforms municipal services in smart cities during Covid

Voice analytics transforms municipal services in smart cities during Covid

AI-powered voice analytics technology is helping in preventing crimes and improving the well-being of residents

The unceasing Covid pandemic has impacted the lives of many around the world. The uncertainty surrounding their health and well being, compounded by the financial worries, has pushed many individuals into deep emotional stress. On the other side, there has been significant rise in the rate of criminal activities, further compounding the worries of the residents and their care takers. The good news, however, is that the use of technologies, such as voice analytics, have come to the rescue of the authorities in fighting some of these challenges.

Nemesysco, a specialist in technologies for voice analytics and genuine emotion detection, has developed a Layered Voice Analysis (LVA) technology, which can even find several applications in smart cities, including fighting crime and monitoring the emotional wellbeing of residents.

“In smart cities, this technology can help municipalities connect better with residents and enhance the quality of their services by truly understanding how people feel when interacting with operators over voice calls or via interactive voice response systems (IVRs),” says  Amir Liberman, CEO, Nemesysco.

Voice analytics and its many applications

In general, voice analytics technologies process human voices to extract information of different types, such as voice-based identity verification, content identification through automatic speech recognition (ASR) or speech-to-text process, and general sentiment insights based on inflection.

Nemesysco LVA is unique in its ability to detect genuine emotions and cognitive states completely independent of the speaker’s language, choice of words, and expressed intonation. The technology is designed to reveal the genuine emotional state of a person by detecting and measuring uncontrolled psychophysiological changes to a person’s voice during open conversations. Powered by artificial intelligence (AI), LVA technology delivers actionable insights in real-time, also enabling a statistical analysis of emotion data over time, while keeping private information confidential, the company says.

Nemesysco voice analytics has been increasingly used in criminal research and thus preventing unfortunate incidents and crimes in a proactive manner. In one of the instances, Nemesysco has helped a large neighborhood organization in Latin America fight crime by identifying individuals with criminal mindset and objectionable behavioral tendencies. Using an automated soft questionnaire, approximately 500 employees were interviewed. The system indicated that 25 of the employees have been involved in criminal activity, and approximately 30% engaged in improper behavior at work. These indications were then investigated and confirmed, allowing managers to take action and make the community safer, while reaffirming trust in the rest of the personnel.

The technology finds a variety of other applications in smart city arena. Emotion-driven surveys powered by voice analytics are being used to assess the aptitude of applicants for public service positions in an unbiased way, or to serve the public with better, emotionally aware IVRs or interactive bots, or even as a means to anonymously analyze the community’s sentiments about topics of public interest.

“As smart cities evolve to provide better services to an increasingly versatile and ever-growing population, understanding individuals is key – and this is exactly what AI-powered LVA can help with,” Liberman added.

Deal better with hard times

Voice analytics has also gained prominence during the pandemic and has found several applications in assessing people’s emotional well-being in today’s challenging environments, from the general stressful atmosphere to long periods of unemployment, and from home-bound working to being socially isolated. It is also used in assessing the well-being of operators who provide services to residents and detect instances of distress or fatigue, enabling managers to take corrective measures to improve their efficiency.

Organizations that leverage voice analytics should also find time to study the data, gather insights and take appropriate measures to address the issues, Liberman said. “Data alone is meaningless unless it is used as a basis for continuous improvement.”




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