Uniphore makes additions to its flagship CX platform


Uniphore, the conversational automation specialist, announces the addition of new solutions to its flagship Conversational AI & Automation platform.

The existing platform provides intent, sentiment, emotion, and tone analysis to every contact center conversation, helping to transform the end-to-end customer and agent experience.

The newest addition is U-Assist In-Call, a call automation solution, which comes in two separate packages: Bolt and Max.

U-Assist In-Call is an advanced agent assistance solution that delivers best-in-class next actions, leveraging intent, sentiment and tone analysis as well as office automation using the robotic process automation (RPA).

Uniphore is also launching a new workflow designer to help business users prioritize growth with fast time to market for next-generation customer experience (CX) applications.

The designer includes a built-in RPA that can be used during a call to assist the agent or release a call for necessary follow-up actions.

According to the company, with changing business and societal conditions, the role of customer service centers in providing a superior customer experience is more important than ever.

Uniphore’s U-Assist In-Call solutions are designed to provide agents with tools for better CX.

Highlighted benefits and features of Uniphore’s U-Assist In-Call solutions include:

U-Assist Call Bolt:

Real-Time Agent Guidance: Next best action and agent guidance are pre-programmed to ensure every call is consistent and meets business requirements, eliminating friction and improving the customer experience.

Robotic Process Automation (RPA): With process automation, the system automatically acts on behalf of agents, improving agent efficiency and performance. For example, charges are reversed in another system with no API available and automatically credited to the customer’s account via RPA.

Quick payback: As a rules-based, real-time agent guidance solution, it leads to rapid implementation and can also relaunch agent guidance.

U-Assist in call Max:

Guide agents in real time: Leverage AI to help agents take the next best action based on contextual and personalized data from every customer interaction.

Increase agent engagement with customers: Improve customer experience by reducing downtime and wait times.

Reduce agent discovery time: Reduce the time agents need to understand and respond to every customer’s needs with just-in-time, AI-powered advice.

Personalized guidance at scale: Leverage the next stage of AI automation. Dynamically guide agents based on customer needs and support multiple intents, reduce agent errors and speed up the turnaround time of a happy customer.

Moni Manor, Product Manager at Uniphore, said, “I am extremely proud of the work done by our engineering and product teams to deliver an unprecedented conversational AI and automation platform.

“The importance of delivering a seamless call experience powered by AI, automation and RPA is significant as the combination allows us to deliver unparalleled ROI as we can handle complex interactions and not just simple.

“Our technology increases customer satisfaction, reduces agent errors, helps ensure customer promises are kept, and ensures that every interaction is followed up on time and with minimal likelihood of repeat customer calls.”

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