AI TECH, GENERAL AI, SOFTWARE
Prnewswire | May 04, 2023
Kore.ai, the world's leading conversational AI platform and solutions company, today announced the release of the Kore.ai Experience Optimization (XO) Platform Version 10.1, featuring enhanced capabilities for building chatbots using generative AI.
Kore.ai has introduced capabilities that leverage generative AI and large language models (LLMs) for the creation and deployment of intelligent conversational experiences–making it five times faster with one-third of the operational efforts required compared to conventional methods.
Enterprises are increasingly deploying intelligent virtual assistants (IVAs) to deliver better customer and employee experiences, boost productivity and improve business performance. But developing IVAs from scratch that can engage in human-like conversations is a complex process that requires deep understanding of the domain, user behaviors, and business processes. Companies need to invest significant time and effort, which requires teams of developers and domain experts to script and code complex dialogs covering various business use cases, to create and maintain the IVAs' conversational capabilities.
Kore.ai addresses this pain point by introducing the Smart Co-pilot through the V10.1 upgrade of the XO platform. By specifying the domain and briefly describing the function of the IVA at the design stage, developers now have access to the relevant use cases and the critical functionalities that the bot must handle. The Smart Co-pilot taps into generative AI to suggest use cases, generate full conversational flows and dialogs, build test cases and training data. This approach significantly reduces the overall efforts required for bot development, by at least 70%. As a result, the time to market for these intelligent conversational experiences can be shortened from days to just a few hours.
"Generative AI language models and conversational AI work at their highest potential when used together," said Kore.ai CEO and Founder, Raj Koneru. "LLMs are especially helpful in handling tasks that would otherwise require creating large datasets and training various blank slate models. Through the V10.1 release, we are bringing the power of generative language models to all stages of bot development, simplifying the process of building sophisticated virtual assistants."
The Conversation Designer within the XO Platform now automatically generates executable dialog tasks and offers prompts to collect user input, API call definitions, business logic, and transition flows. This allows developers to focus on reviewing, making edits, honing or regenerating the conversation design.
To enable IVAs to handle more complex tasks and provide more engaging experiences, Kore.ai has added a feature called AI-Assisted Dialog Node. With the help of AI-Assisted Dialog Nodes, bot developers can create IVAs that utilize contextual information during user interactions and deliver personalized experiences. These dynamic conversations can handle complex tasks and ensure a more natural flow of communication between the IVA and the user.
"Smart Co-pilot and the AI-Assisted Dialog Node are innovative concepts that have been implemented to substantially enhance the entire bot development experience for complex use cases and provide a more robust training framework," said Kore.ai Chief Technology Officer, Prasanna Kumar Arikala. "By leveraging these features, developers can create more effective interactions between users and IVAs, resulting in better engagement and personalized experiences."
Earlier this year, Kore.ai introduced the zero-shot and few-shot models as part of its efforts to help design conversations and create training and test data to develop truly intelligent and intuitive virtual assistants. These models enable more efficient and effective available data while reducing the amount of manual effort required for labeling and training.
The V10.1 release of the XO platform will benefit more than 350 of the Global 2000 companies, as well as an increasing ecosystem of developers seeking to develop virtual assistants.
Kore.ai offers a wide range of industry-specific AI solutions such as BankAssist, HealthAssist and the recently launched RetailAssist, as well as function-specific assistants like IT Assist and HR Assist. In addition, the company offers SmartAssist and AgentAssist, which are focused on contact centers. All of these solutions are built on top of the XO platform and benefit from the enhanced features that have been built and added in the V10.1 release.
Kore.ai is a global leader in the conversational AI-first platform and solutions, helping enterprises automate business interactions to deliver extraordinary experiences for their customers, employees, and contact center agents. More than 350 global 2000 companies trust Kore.ai's experience optimization (XO) platform and technology to automate their business interactions for over 100 million users worldwide to achieve extraordinary outcomes. Kore.ai has been recognized as a leader and an innovator by top analysts and ensures the success of its customers through a growing team headquartered in Orlando with offices in India, the UK, Japan, South Korea, and Europe. Visit Kore.ai to learn more.
AI APPLICATIONS, SOFTWARE, FUTURE TECH
Globenewswire | April 03, 2023
Upstream Works, a provider of agent-first contact center desktop solutions, announces Upstream Works Desktop 6.0, which features optimized AI and bot management capabilities, performance dashboards, enhanced digital and video engagements with Webex by Cisco, and platform expansion with Upstream Works on Cisco Webex Contact Center (UWW). With a focus on the omnichannel agent experience and enterprise innovation, contact centers can empower agents, provide an efficient customer service experience, and improve business performance.
Upstream Works provides flexible omnichannel contact center desktop solutions that support digital transformation, innovation, business growth, and enable contact centers to operationalize artificial intelligence (AI) while leveraging existing systems and investments. The agent desktop simplifies and improves agent and customer experiences with productivity and collaboration tools, the AI-powered Virtual Agent Portal, digital channel flexibility, integrations with AI, business applications and CRM systems, and reporting and analytics.
Upstream Works Desktop 6.0 allows clients to further optimize bot performance and effectiveness with the new Bot Experimentation Framework, which allows bot comparison and A/B testing, as well as with advanced reporting and analytics. The Event Data Stream Framework provides powerful and flexible reporting capabilities on agent assistive features, enabling data-driven decisions and easier management.
Omnichannel dashboards with real-time or historical key performance indicators (KPIs) including Customer Effort Score (CES) and First Contact Resolution (FCR) provide agents and supervisors with greater visibility and actionable insights of contact center performance.
The Upstream Works solution empowers agents with a seamless and consistent desktop experience and one continuous customer conversation across multiple messaging channels including Webex Connect channels, SMS, WhatsApp, Twitter DM, Facebook Messenger and third-party bots. It’s now easier for video agents to engage with customers in real-time with Upstream Works Desktop Smart Chat that leverages the Webex Meetings Video API to provide faster resolutions and a more personalized customer experience.
The new Upstream Works platform offering, Upstream Works on Webex Contact Center (UWW) provides cloud migration flexibility and a consistent agent desktop experience. This means clients can innovate and evolve their Upstream Works desktop solution today and take their innovation to the cloud when they are ready.
“We’re excited to announce Upstream Works Desktop 6.0 and take our desktop solutions to the next level. With our AI and Bot Experimentation Framework, clients can truly evaluate the impact of AI applications across multiple points in the customer journey,” says Rob McDougall, CEO of Upstream Works. “We’re bringing all digital and Webex Video engagements together onto one seamless agent desktop, making it easier for agents to personalize CX. And we’re continuing to provide our clients with more options as we expand our platform offering with Webex Contact Center.”
Upstream Works omnichannel contact center desktop solutions are optimized for enterprises and are available on premise and in the cloud, and with a choice of platform, including Amazon, Cisco, Webex by Cisco and digital-only solutions, with the flexibility to easily migrate and scale.
About Upstream Works
Upstream Works provides enterprise-ready omnichannel contact center desktop solutions that simplify and improve the agent and customer experience. Our flexible, agent-first desktop solutions support digital transformation, innovation, and business growth, and enable contact centers to operationalize artificial intelligence (AI) while leveraging existing systems and investments. For over 20 years, Upstream Works has helped companies around the world and across industries improve operational efficiency, agent effectiveness, customer experience and business outcomes.
AI APPLICATIONS, SOFTWARE, FUTURE TECH
Prnewswire | June 02, 2023
unitQ, the leading AI platform empowering organizations to take a user-centric, real-time data-driven approach to craft high quality products, services, and experiences, announced today that its AI-powered user feedback software has analyzed what users like, dislike, and want from OpenAI's new ChatGPT iOS application.
unitQ's advanced AI translated, categorized, and summarized ChatGPT App Store reviews, providing a comprehensive and unbiased perspective on areas of success and opportunities for improvement for OpenAI's revolutionary generative AI mobile application.
unitQ's analysis revealed that the ChatGPT iOS app, which has been routinely updated following the app's May 18 debut, has been well-received by users for its clean interface and copy/paste functionality. Users also love the app for its speed, simplicity, reliability and lack of ads and fees.
However, users have complained about overheating, battery drain, syncing issues, haptic feedback and accessibility issues. Users want plugin and Siri support, as well as math formula rendering features, and improved account creation.
OpenAI has clearly been listening to its users, and in just two weeks' time, has included iPad support, upgraded right-to-left language support, altered its haptic feedback, enhanced speech recognition, and added a host of other features and refinements such as the ability to clear chat history while expanding to more countries.
"unitQ's goal is to help companies improve the quality of their products, services, and experiences by providing real-time, actionable AI-powered insights into user feedback," said Christian Wiklund, unitQ CEO.
unitQ's analysis filtered out thousands of reviews in which users only left stars, but did not provide written comments. Of these written reviews, more than half revealed feature requests. The remainder of reviews concerned bugs and quality issues, many of which OpenAI has been addressing.
Here are some key bugs in order of frequency, according to written reviews:
Can't sign up
Device not compatible
Excessive battery drain
Difficult to navigate UI
Subscription upgrade not recognized
Fails to launch
Can't login with Google
Voice mode not working
No customer support
*Following a recent ChatGPT update on iOS last week, the user reviews were erased from the App Store. unitQ had parsed the reviews before they were reset.
The power of AI to understand real time user feedback at scale
unitQ's AI analysis of ChatGPT's iOS application's user feedback underscores the power of unitQ's platform to surface insights from real time user feedback by automatically categorizing and summarizing user pain points, product gaps, trending issues and bugs to empower organizations to deliver high-quality experiences.
In unitQ's Spring 2023 State of Mobile Applications benchmarking report, released today, unitQ has analyzed 22,225,825 pieces of publicly available Google Play Store and Apple App Store user reviews for more than 5,300 top Android and iOS mobile applications. Real time insights from user feedback were translated, categorized and summarized using unitQs proprietary AI and ML algorithms to surface:
Top Quality Issues
Top feature requests
Trending 4-star reviews on brink of a 5-star review
Top 50 apps driving quality excellence
Top user complaints across all verticals are slow performance, force closing or crashing, and too many advertisements with a combined total of 421,954 pieces of user feedback left for these issues.
Top Quality Issues by vertical are nuanced with unique categories appearing such as "Subscription too expensive" for education apps, "Can't transfer funds" for finance apps, and "Excessive storage usage" for gaming apps.
Of the 22,225,825 pieces of feedback analyzed, 566,796 surfaced feature requests. A few examples include gamers wanting more individual analytics about their performance for gaming apps, students wanting a more customized user experience for education apps, and listeners wanting the ability to exclude certain artists from music apps.
Apps with the highest quality excellence in Spring 2023 include: TikTok, Coursera, Rocket Mortgage, Turo, 23andMe, Ten Percent Happier and more. See the Top 50 Quality Excellence Awards winners: Quality Excellence Awards here.
Artificial intelligence to identify gaps, growth opportunities
Becoming a user-centric organization requires a deep and personal understanding of the people using today's products. Powered by machine learning and AI, unitQ captures real time user feedback in more than 100 languages from more than four dozen sources — including Amazon, the Apple App Store, Discord, Google Play Store, Reddit, Twitter, TikTok, Facebook, Instagram, YouTube and more. unitQ also integrates with productivity tools such as GitHub Issues, Jira, PagerDuty, Slack and Zendesk to alert users on key customer issues in any language, location or platform.
Now, with unitQ, product, engineering, support, and customer experience leaders get access to a single source of truth for real-time user feedback to inform their product roadmap, alert on bugs, proactively resolve support issues, and gauge sentiment to ensure the best possible customer experience. unitQ is providing companies with a new way to stay close to their users with real-times insights into what their users think, feel, and experience.
As the leading real time customer feedback platform, unitQ empowers companies with AI-powered, actionable insights from user feedback to help them craft high-quality products, services and experiences. unitQ centralizes feedback from all sources and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time. Category-leading companies like Spotify, Bumble, Pinterest, Chime and HelloFresh rely on unitQ for actionable insights to drive growth, reduce churn and build brand loyalty. Want to know what users think about your organization? Get your free unitQ Score or request a demo to learn more about unitQ.