Develop a solution for automating customer service journeys in digital channels, using Artificial Intelligence and voice interfaces as a differential in the relationship between people. This is the challenge proposed to students of the FIAP Systems Analysis and Development course, which has been conducted in the current academic year by this higher education institution in partnership with CPQD and Plusoft, a Human Experience company (HX) specialized in omnichannel customer relationship solutions.
The objective of the activity, which involves several disciplines, is to enable the student to develop a project, simulating the professional experience and using techniques, tools, methodologies and good practices worked throughout the technology course.
The 2022 Challenge, which was proposed by Plusoft and CPQD, is based on the fact that the use of computer systems that use voice as an interface is an important – and necessary – differential in an increasingly connected and multitasking world. In addition, the proposal considers that the union of a voice interface with Artificial Intelligence will provide greater personalization, assertiveness and availability for processes in companies, especially for HX and Customer Experience (CX).
The first stage of the Challenge will focus on the development of a business plan, carried out through a hackathon. After months of work, at the end of the year, students will be evaluated and the most interesting solutions awarded and subsequently developed.
To contribute to the development of the solution for the 2022 Challenge, CPQD made its natural text-to-speech (TTS) platforms available to students. Text To Speech) and speech recognition (Automatic Speech Recognition, or ASR). “These solutions, which are part of our Intelligent Interaction portfolio and are already used by several companies from different segments, are available to students in the FIAP infrastructure”, says João Ferreira, CPQD's AI Business Development manager. “In addition, we are planning a hands-on for mid-June, with our partner Plusoft, to show students how to use these resources in the development of their solutions”, he adds.
“Connecting to academia and industry is key to developing innovative solutions. We are excited about this partnership and the results of the initiative. We understand that the Artificial Intelligence market, combined with voice, is expanding and we seek to bring the best solutions to companies with this alliance”, says Bruno Alves, Vice President of Marketing and Innovation at Plusoft.
