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Palo Alto, CA, USA, July 14, 2021 -- Uniphore, a provider in Conversational Service Automation (CSA), announced new Artificial Intelligence (AI) enhancements to its portfolio of products.
Announced are enhancements to Uniphore’s U-Assist family that now include new deep learning AI models specifically developed to augment and optimize both the agent performance and customer experience. Uniphore’s latest AI innovations are in the areas of enhanced intent discovery + next best action, enhanced agent promises model, proactive supervisor alerts and automatic feedback loop for optimization of our AI models.
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"From the beginning, Uniphore has led the industry by focusing on delivering AI + Automation solutions that make a tangible difference in conversations between customers and agents," said Umesh Sachdev, CEO and co-founder of Uniphore. "These latest enhancements help our customers drive transformational experiences by delivering greater intelligence and recommendations through the application of deep learning AI models. I am extremely proud of the work our team has done to deliver these technology innovations for our customers."
"For AI to be effective and make a strategic difference in Contact Centers, AI models need to be developed, tested and refined constantly. This is not easy and requires deep levels of understanding an experience to get it right," said Zeus Kerravala, President and Founder of ZK Research. "Uniphore is focused on the right things. Delivering models that drive better agent preparedness before the call, more active listening and accurate issue resolution during the call, and better post-call recordkeeping and follow-up."
These latest product enhancements will be available in the upcoming Fall release.
Posted by Veronica Silva Cusi, news correspondent
About Uniphore Software Systems:
Uniphore is the global provider in Conversational Service Automation with offices in the U.S., India, and Asia. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation. So that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. Conversational Automation & Analytics, Conversational Assistant and Conversational Security elevate how enterprises support and engage their customers, build loyalty and realize efficiencies.
Published: Friday, July 16, 2021
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