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.
Posted by Veronica Silva Cusi, news correspondent
Sinch 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.
Published: Thursday, September 15, 2022
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