Symbl.ai
Overview
Symbl.ai is a company that specializes in providing real-time conversational intelligence solutions powered by their proprietary large language model, Nebula. Their platform is designed to extract actionable insights from unstructured conversation data across various channels, enabling businesses to enhance customer interactions, improve compliance, and drive revenue growth.
Industry: Conversational AI
Ideal Customer Profiles: Symbl.ai's ideal customers are businesses and organizations that rely heavily on customer interactions and need to extract insights from conversations. This includes contact centers, sales teams, customer support departments, and industries such as telecommunications, finance, healthcare, and travel.
Website: symbl.ai
LinkedIn: http://linkedin.com/company/symbldotai
Products
Nebula LLM
Nebula is a specialized large language model optimized for understanding and generating conversation-centric text, offering superior performance in real-time conversational tasks.
Features
Conversational Expertise
Description: Nebula is deeply trained on high-quality conversational datasets, allowing it to understand conversational flow, context, and nuances.
Benefit: This expertise enables businesses to automate and enhance customer interactions with high accuracy.
Long Context Window
Description: Nebula can process long conversations and maintain context, which is crucial for understanding and generating accurate responses.
Benefit: Businesses can rely on Nebula for comprehensive analysis and insights from lengthy interactions.
Multilingual Support
Description: Nebula supports multiple languages, allowing it to process and understand conversations in various languages.
Benefit: This feature enables global businesses to use Nebula across different regions and languages.
Real-Time Analysis
Description: Nebula is optimized for low latency, providing real-time analysis and insights during live conversations.
Benefit: Businesses can make immediate decisions and provide instant support during customer interactions.
Nebula Embeddings
Description: Nebula Embeddings convert unstructured conversational data into structured insights, enabling applications like search, clustering, and recommendations.
Benefit: Businesses can derive actionable insights from large volumes of conversation data efficiently.
Real-Time Assist
Real-Time Assist leverages Nebula LLM to provide instant, context-aware support to sales and customer support teams during live interactions.
Features
Generative AI Support
Description: Real-Time Assist uses generative AI to provide immediate answers and guidance during live conversations.
Benefit: Sales and support teams can enhance customer interactions with timely and accurate information.
Automatic Detection
Description: The system automatically detects questions and key phrases during conversations to trigger relevant responses.
Benefit: This reduces the need for manual intervention and speeds up response times.
Bi-Directional Streaming
Description: Real-Time Assist streams conversations and displays relevant knowledge base content to agents in real-time.
Benefit: Agents have access to the most relevant information without delay, improving service quality.
Instant Feedback
Description: The system provides instant feedback and responses to queries during live interactions.
Benefit: This enhances the customer experience by reducing wait times and improving satisfaction.
Compliance Monitoring
Description: Real-Time Assist monitors conversations for compliance with industry regulations and internal policies.
Benefit: Businesses can mitigate legal risks and ensure adherence to compliance standards.
Call Score API
The Call Score API evaluates the performance of conversations using customizable criteria, providing insights into call quality and participant performance.
Features
Scalable Evaluation
Description: The API provides numerical assessments and feedback on conversations, allowing businesses to evaluate quality at scale without listening to calls.
Benefit: Businesses can efficiently monitor and improve call quality across large volumes of interactions.
Customizable Criteria
Description: Users can create and update custom evaluation criteria to align with specific business needs and priorities.
Benefit: This flexibility allows businesses to tailor evaluations to their unique processes and goals.
Multi-Channel Support
Description: The API supports evaluations across text, audio, and video channels, providing comprehensive insights into all types of conversations.
Benefit: Businesses can ensure consistent quality across different communication channels.
Comprehensive Scorecards
Description: The Scorecard feature allows users to combine multiple evaluation criteria into a single template for comprehensive assessments.
Benefit: This provides a holistic view of conversation performance, aiding in targeted coaching and improvement.
Targeted Coaching
Description: The insights from Call Score can be used to provide targeted coaching to improve agent performance.
Benefit: Businesses can enhance the effectiveness of their customer-facing teams, leading to better customer interactions.
Sentiment Analysis API
The Sentiment Analysis API provides high-accuracy sentiment detection in conversations, helping businesses understand emotional context and improve customer interactions.
Features
High Accuracy
Description: The API uses advanced AI models to accurately detect sentiment in conversations, even in complex language scenarios.
Benefit: Businesses can rely on precise sentiment analysis to gauge customer satisfaction and engagement.
Aspect-Based Analysis
Description: The API performs sentiment analysis in conjunction with topic modeling to capture the contextual relevance of sentiments within conversations.
Benefit: This provides deeper insights into customer emotions and the topics driving those emotions.
Real-Time Sentiment Extraction
Description: The API extracts sentiment polarity at the sentence level in real-time, providing immediate insights into emotional context.
Benefit: Businesses can quickly identify and address negative sentiments during critical interactions.
Multi-Input Support
Description: The API supports sentiment analysis across audio, video, and text inputs, ensuring comprehensive coverage of all communication forms.
Benefit: Businesses can analyze sentiment across all customer interaction channels.
Polarity and Labeling
Description: The API provides sentiment as a polarity score along with a suggested label, offering a clear understanding of emotional tone.
Benefit: This helps businesses quickly interpret sentiment data and make informed decisions.
Compliance API
The Compliance API provides real-time detection and management of sensitive data in conversations, ensuring adherence to regulatory and internal compliance standards.
Features
Real-Time Detection
Description: The API detects sensitive data like PII, PHI, and PCI in real-time during conversations, reducing the need for post-call audits.
Benefit: Businesses can ensure compliance and protect sensitive information during live interactions.
Data Anonymization
Description: The API allows for the anonymization, masking, or obfuscation of sensitive data using customizable methods.
Benefit: This protects sensitive information and ensures compliance with data protection regulations.
Compliance Gap Analysis
Description: The API analyzes conversations to identify gaps in compliance with regulatory and internal policies.
Benefit: Businesses can proactively address compliance issues and reduce legal risks.
Real-Time Compliance Management
Description: The API manages sensitive data in real-time, preventing compliance blindspots and enhancing incident management.
Benefit: Businesses can maintain continuous compliance and quickly respond to potential issues.
Secure Environment
Description: The API is built with purpose-built AI models and operates in a secure VPC environment to protect sensitive data.
Benefit: Businesses can trust that their data is secure and compliant with privacy standards.
Quantitative Benefits
"30% Improved Customer Sentiment"
"75% Acceleration in Time To Market"
"50% Improved Data Accuracy"
"28% Acceleration in Revenue"
"With the ability to process up to 16,000 tokens, Nebula analyzes complete conversations, emails, and chat logs, preserving crucial context"
Source: Symbl.ai | Nebula
"Nebula consistently outperforms other leading LLMs in a range of conversation-centric tasks, demonstrating its superior accuracy and understanding"
Source: Symbl.ai | Nebula
Testimonials
"The combination of AI and real-time actions enables companies to overcome the loss of in-person sales engagements by helping buyers and sellers stay more engaged during video meetings. We're using Symbl.ai to detect in a matter of milliseconds what the key moments are in sales conversations in order for sellers to drive better engagement. The platform's overall engagement score for the call is then updated in real time."
"We're using Symbl.ai to detect in a matter of milliseconds what the key moments are in sales conversations in order for sellers to drive better engagement. The combination of AI and real-time actions enables companies to overcome the loss of in-person sales engagements by helping buyers and sellers stay more engaged during video meetings."
"Our company has grown rapidly since the pandemic, leaving us with a mishmash of data and old process in our Salesforce instance. Symbl.ai's new deal insights and conversational intelligence changes all of that. In new opportunities and in old ones, conversational intelligence grabs data we were missing so deals can close faster, and return old opportunities back to the pipeline. The best part is that everything is simple and integrated natively so I can reap the benefits without allocating limited sales ops resources."
Customer Stories
Telecommunications company
Problem: Loss of in-person sales engagements
Value Add: Symbl.ai detects key moments in sales conversations in milliseconds, enabling real-time engagement scoring during video meetings.
Outcome: Helped buyers and sellers stay more engaged during video meetings, overcoming the loss of in-person sales engagements.
AI Powered Sales platform
Problem: Difficulty in driving engagement in sales conversations
Value Add: Symbl.ai detects key moments in sales conversations in milliseconds, enabling sellers to drive better engagement.
Outcome: Helped companies overcome the loss of in-person sales engagements by improving buyer and seller engagement during video meetings.
Enterprise Management Software company
Problem: Mishmash of data and old processes in Salesforce instance due to rapid growth
Value Add: Symbl.ai's deal insights and conversational intelligence grab missing data from new and old opportunities, integrating natively with existing systems.
Outcome: Deals can close faster, old opportunities return to the pipeline, and benefits are reaped without allocating limited sales ops resources.
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