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.
“Many contact-center solutions focus on automation through a chatbot, but our solution lets the AI augment humans to do a better job, because when humans and machines work together, they can accomplish more than what the human or machine alone could,” said Cosimo Spera, founder and CEO of Minerva CQ.
The platform first transcribes a conversation into text in real time. That text is then fed into Minerva CQ’s AI models that analyze customer sentiment, intent, propensity and more.
Minerva CQ then offers agents the best path to help their customers, along with other optional resolution paths.
The speech AI platform can understand voice- and text-based conversations within both the context of a specific exchange and the customer’s broader relationship with the business, according to Jack Garrett, vision architect at Minerva CQ.