Tokyo, Japan, March 14, 2025: transcosmos hereby announces that as part of its initiative towards enhancing “trans-DX for Support,” the company has fully revamped “transpeech,” its speech recognition solution released in 2018. Centered on its existing features such as speech recognition and conversation summary, the upgraded solution now comes with features that assist contact center agents. Specifically, the solution includes features for 1) extracting VoC, 2) generating FAQs, 3) sending alerts to agents for so-called customer harassment—customers harassing front-line workers with aggressive behavior or unreasonable requests, and 4) checking if all necessary information is provided to customers, etc. Applying AI technology to all these features, the new AI-powered solution is designed to assist contact center agents more actively, thereby enabling agents to operate and serve customers in more advanced ways.
In addition, transcosmos has also renovated security and system design configurations, and built system foundations and support structures that enable smooth deployment under a variety of environments. With these upgrades, the solution can now be deployed and used not only in CX Squares—transcosmos’s contact centers—but also in contact centers that are operated in clients’ system environments.
About transpeech
Proprietary developed by transcosmos centered on a speech recognition feature, transpeech is a solution that converts customer-agent conversation into text. Combining its long-built operational know-how with the speech recognition features, transcosmos has been expanding the solution adding conversation summary, real-time alerts, and more.
Today, transpeech empowers more than 150 companies. transcosmos will begin the deployment of a fully revamped version at full scale. transcosmos aims to deploy the enhanced version of transpeech, which comes with AI assistant features for agents, to all contact centers the company operates by the end of 2027.