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AI makes customer service bots sound more like humans

Earlier this year, Seattle-based WellSaid Labs helped create an AI disk jockey with a voice that sounds like it’s coming from a flesh-and-blood DJ. Now WellSaid’s lifelike voice bots could be coming to a customer-service line near you.

California-based Five9 says it will incorporate WellSaid’s voice synthesis technology into its Virtual Voiceover menu of synthetic voices suitable for self-service contact centers. The new capabilities will be provided to users of the Five9 Inference Studio 7 platform at no additional cost, with wide availability planned in early 2022.

WellSaid Labs, a three-year-old startup fostered at the Allen Institute for Artificial Intelligence’s AI2 Incubator, takes advantage of artificial intelligence to produce natural-sounding synthetic voices like the ones that Five9 will give its Intelligent Virtual Agents, or IVAs.

“In our experience, the more lifelike an IVA can sound, the better the reception it will receive from the customer who is speaking with it,” Callan Schebella, Five9’s executive vice president for product management, said today in a news release. “We’re continually looking for the latest and greatest technologies to enhance the Studio platform, and we are excited to partner with WellSaid to bring this new innovation to our customers.”