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News : Sinch Launches its AskFrank Question-Answering Search Engine to Improve Chatbots and Knowledge Base

#contactcenterworld, @wearesinch

Stockholm, Sweden, Sept 13, 2022 — Sinch AB (publ), a global provider in cloud communications and mobile customer engagement, announced it is launching AskFrank, its AI-enabled intelligent question-answering search engine. AskFrank integrates with a business’s existing customer engagement chatbots, contact center, website or knowledge base. Using AI to search content, it adds value to chatbots as an extension which provides answers to questions that are not available in a chatbot’s database by expanding its information access.

Named AskFrank because the answers it gives are frank, direct and honest; it does not work with keywords like other search engines, but instead searches content based on the subject and the meaning. This means that even if the user does not know the right keywords to enter, they can still find out what they are looking for

"In an economy where more and more organisations are relying on chatbots to engage with their customers to lower operating costs, we are seeing customers often frustrated in cases when a chatbot can’t provide them the right answer," said Sunny Dhami, VP, Product Marketing, Sinch. "Therefore, Sinch built AskFrank to improve the level of accuracy and customer experience in customer communication. Available to Sinch’s customers using our conversational AI platform, Chatlayer, and cloud contact center solution, Contact Pro, AskFrank improves any chatbot’s capability to understand natural language much better, so supporting agents in offering response suggestions so that they become more efficient, and less customers are forwarded to second- and third-line support."

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Software & Support Media is an international publishing house with a focus on the IT sector. The company’s information and service teams used an initial proof of concept of AskFrank to improve customer engagement with IT professionals in its key technology markets.

"We had a simple requirement, to deliver the easiest way for our users to find answers to complex software problems from tens of thousands of technical articles and videos on our entwickler.de and devm.io webpages. We sat down with the team at Sinch, and they delivered with their AI-enabled technology, AskFrank. Since using AskFrank, it has certainly become part of our incredible growth story in the past 12 months", said Dr. Pouya Kamali-Loibl, CEO, Software & Support Media.

"Not only can AskFrank quickly respond to customers on any of their preferred channels, it can also reply in over 100 different languages?, even slang, delivering accurate answers by combining content from multiple sources. These features make AskFrank practically a virtual employee handling full conversations with customers, instead of just answering single questions, and becoming first line support to assist service agents," said Pieter Buteneers, Director of Engineering in Machine Learning & Artificial Intelligence, Sinch.

#contactcenterworld, @wearesinch

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About Sinch:
Company LogoSinch brings businesses and people closer with tools enabling personal engagement. Its cloud communications platform lets businesses reach every mobile phone on the planet, in seconds or less, through mobile messaging, voice and video. Sinch is a trusted software provider to mobile operators, and its platform powers business-critical communications for many of the world’s largest companies. Sinch is headquartered in Stockholm, Sweden, and has local presence in more than 30 countries.
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Today's Tip of the Day - Quality Provided By Agents

Read today's tip or listen to it on podcast.

Published: Thursday, September 15, 2022

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2022 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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