New Uniphore AI-Powered Capabilities Improve Customer Experiences

Uniphore, a pioneer in Conversational Service Automation (CSA), unveiled today exciting new Artificial Intelligence (AI) improvements to its product line. With these developments, the firm maintains its leadership in delivering new and exciting choices for enterprises to provide transformational experiences throughout the full engagement cycle — before, during, and after contact.

Uniphore's U-Assist family has been enhanced with new deep learning AI models designed particularly to complement and maximise both agent performance and customer experience. Uniphore's most recent AI breakthroughs include better intent detection + next best action, upgraded agent promises model, proactive supervisor alerts, and an automated feedback loop for AI model optimization.

Uniphore's new enhancements expand the capabilities of its existing industry-leading products as well as those recently announced, which included innovations such as integrated front-end customer interaction and backend fulfilment from engagements, as well as new solutions for agent authentication and customer data protection.

“From the start, Uniphore has led the market by concentrating on offering AI + Automation solutions that make a meaningful impact in dialogues between customers and agents,” stated Umesh Sachdev, Uniphore's CEO and co-founder. “Through the use of deep learning AI models, we are able to provide additional insight and suggestions to our clients, allowing them to generate transformational experiences. I am really pleased of our team's efforts to provide these technological advances to our customers.”

“In order for AI to be effective and make a strategic impact in Contact Centers, AI models must be continually built, tested, and polished. This is not simple, and it takes a great deal of expertise and experience to do it right,” stated Zeus Kerravala, President and Founder of ZK Research. “Uniphore is concentrating on the right things. Providing models that promote greater agent preparation before to the call, more active listening and correct issue resolution during the conversation, and improved post-call recordkeeping and follow-up.”

The following are the most recent Uniphore product enhancements:

Sectioning for Interaction

Critical information is exchanged throughout various moments of a call during every engagement (greeting, authentication, discovery, resolution, wrap up, etc.) Uniphore's AI models can better support agents in real-time, assist customers with their needs, give more accurate summaries, and decrease the total time it takes to conduct a conversation with a better knowledge of what is occurring when. As an agent enters the call wrap-up phase, the new AI model activates the auto-summary capabilities and gives the agent with the call summary for the customer, as well as RPA-driven follow-ups. There will be no more agents digging through their own notes and best recall of what was said or committed during the conversation.

AI Intent Detection Modeling

When determining a customer's purpose, both agents and the AI models used to help in this process must examine two key factors: what is said and how it is stated. Uniphore's most recent AI models now take both into account with increased sentiment analysis for improved, real-time coaching and automatic delivery of resolution solutions.

Informed Supervisor Alerts Using AI Intelligence

Uniphore's AI models bring all of the data together (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.) It converts information into intelligence in order to determine when and how to proactively alert supervisors in order to better support the interaction. False supervisor alarms may be detrimental, therefore having correct AI models inform actual intelligence is important.

Self-optimizing AI Models for After-Call Work

Millions of contact centre agents across the world spend significant time at the conclusion of each conversation summarising and classifying each call so that the company can track the outcomes and enhance the customer experience. The expense of those few minutes of after-call work (ACW) soon mounts up to millions of dollars paid by businesses, and the knowledge is frequently untapped for development. Uniphore's most recent self-optimizing AI models have been created so that the system may learn from any changes, corrections, or insights that agents make to the auto-generated summaries. Uniphore's AI learns from these modifications to improve future call assistance.

As the system learns, it is expanded throughout the company, saving time and boosting customer satisfaction. These most recent product improvements will be accessible in the forthcoming Fall release.

About Uniphore
Uniphore is the world's leading provider of Conversational Service Automation. The Company's mission is to disrupt an outmoded customer service paradigm by bridging the gap between human and machine via the use of speech, AI, and automation to ensure that every voice on every call is genuinely heard. Uniphore allows organisations across the world to provide transformative customer service by delivering an automation platform through which digital agents take over transactional interactions from people, teach agents during contacts, and precisely anticipate language, emotion, and purpose.
Everything is done in real time. Enterprises may now engage their consumers in order to successfully develop loyalty, improve customer experience, and realise operational benefits via Conversational Service Automation.