OTO Systems

OTO Systems, officially founded in 2017, operates as a conversation intelligence platform leveraging artificial intelligence. The company was established by co-founders Teo Borschberg (CEO), Nicolas Perony (CTO), and John Pilkin (COO). The concept for OTO originated from CEO Teo Borschberg's time as an Entrepreneur in Residence at SRI International, a research institute known for incubating technologies like Siri. Tasked with finding commercial applications for cutting-edge technologies, Borschberg identified an opportunity in voice analysis, leading to OTO spinning out of SRI with its advanced speech technology. Prior to OTO, Borschberg had an entrepreneurial history, starting companies in China after high school and business school.

The firm's core business revolves around analyzing voice interactions to provide deep behavioral insights, targeting clients primarily in the contact center industry. OTO's technology goes beyond simple speech-to-text transcription by employing 'Acoustic Language Processing' to analyze intonation, tone, and other non-textual cues in speech. This allows the platform to computationally model a speaker's intonation from raw sound waves to derive meaning, sentiment, and behaviors like purchase interest and satisfaction with high accuracy. The company's proprietary AI framework, DeepTone™, underpins this capability, helping businesses understand customer behaviors and emotions from the speaker's tone. The business model is delivered via an API and SDK, allowing developers and companies to integrate OTO's voice analysis into various applications, from call centers to wearables and telemedicine. This enables clients to analyze 100% of their voice conversations, offering complete visibility into customer interactions.

OTO's platform provides two main products. One is a real-time coaching tool for call center agents. This software provides live feedback to agents during calls, helping them adjust their intonation to sound more engaged, which has been shown to increase engagement and sales conversion rates. The second product analyzes the customer's tone to predict satisfaction levels, complementing traditional metrics like Net Promoter Score (NPS). The platform is language-agnostic and can be deployed rapidly, allowing companies to start analyzing conversations within hours. By offering a richer understanding of conversations, OTO helps businesses enhance customer experience, streamline quality assurance, and improve agent performance. In August 2021, OTO Systems was acquired by Unity.

Keywords: conversation intelligence, speech analytics, voice AI, acoustic intelligence, intonation analysis, sentiment analysis, contact center AI, real-time coaching, agent performance, customer experience, voice data, DeepTone, SRI International spin-off, Teo Borschberg, Nicolas Perony, speech recognition, behavior analytics, call monitoring, quality assurance, acoustic language processing