Uniphore, a pioneer in Conversational Service Automation (CSA), today announced the addition of innovative new Artificial Intelligence (AI) capabilities to its product portfolio.
With these additions, the company maintains a leadership position in providing organisations with novel and exciting ways to deliver transformational experiences throughout the engagement cycle – before, during, and after contact is established.
Today, Uniphore announced enhancements to its U-Assist family, including new deep learning AI models designed to augment and optimise both agent performance and customer experience. Uniphore’s most recent AI advancements include enhanced intent discovery + next best action, an enhanced agent promises model, proactive supervisor alerts, and an automatic feedback loop for model optimization.
Uniphore’s new enhancements strengthen the capabilities of its existing industry-leading products and those announced recently, which included innovations such as integrated front-end customer interaction and back-end engagement fulfilment, as well as new solutions for agent authentication and customer data protection.
“From the start, Uniphore has led the industry by focusing on delivering AI + Automation solutions that significantly improve customer-agent interactions,” said Umesh Sachdev, CEO and co-founder of Uniphore. “These latest enhancements enable our customers to create transformative experiences by providing enhanced intelligence and recommendations via the use of deep learning AI models. I am extremely proud of our team’s efforts to deliver these technological advancements to our customers.”
“To be effective and have a strategic impact in Contact Centers, AI models must be constantly developed, tested, and refined. This is not easy and requires a profound understanding of an experience to accomplish “ZK Research’s President and Founder, Zeus Kerravala, stated. “Uniphore is laser-focused on the essentials. Delivering models that improve agent preparation prior to calls, increase active listening and accurate issue resolution during calls, and improve post-call recordkeeping and follow-up.”
Uniphore’s most recent product enhancements include the following:
Sections on Interaction
Throughout each engagement, critical information is exchanged at various points during the call (greeting, authentication, discovery, resolution, wrap up, etc.) With a better understanding of what is occurring when, Uniphore’s AI models can assist agents in real-time, assist customers with their needs, provide more accurate call summaries, and reduce the overall time required to handle a call. As an agent enters the call wrap-up phase, the new AI model activates the auto-summary capability and provides the agent with the customer’s call summary along with RPA-driven follow-ups. There will be no more agents poring over their own notes and best recollection of what was said or committed during the call.
Artificial Intelligence Modeling for Intent Detection
When determining a customer’s intent, both agents and the AI models used to assist in this process must consider two primary factors: what is said and how it is said. Uniphore’s latest AI models now incorporate both factors through enhanced sentiment analysis, enabling more effective real-time coaching and automated delivery of resolution recommendations.
Intelligent Artificial Intelligence for Informed Supervisor Alerts
Uniphore’s AI models synthesise all available data (what stage is the call at, what is the emotional state of the call, what is being offered as a resolution, is the agent following the coaching, etc.) and transforms it into intelligence to determine when and how to alert supervisors proactively to improve engagement support. False supervisor alerts can be detrimental, which is why it is critical to have real intelligence informed by accurate AI models.
After-Call Work Self-Optimizing Artificial Intelligence Models
At the conclusion of each call, millions of contact centre agents spend valuable time summarising and categorising each call so that the organisation can track the outcomes and continuously improve the customer experience. The cost of those few minutes of after-call work (ACW) quickly adds up to millions of dollars spent by businesses, and the data is frequently untapped for improvement.
Uniphore’s latest self-optimizing AI models were developed in such a way that the system can learn from any additions, corrections, or insights agents add to the auto-generated summaries. Uniphore’s artificial intelligence (AI) learns from these edits to improve future call support. As the system gains knowledge, it is scaled across the organisation, resulting in significant time savings and increased customer satisfaction.
These latest product enhancements will be available in the upcoming Fall release. For more information on Uniphore’s complete product portfolio, visit: www.uniphore.com.
Source: ANI via BusinessWireIndia
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