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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."

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 - Channel Selection

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

Published: Thursday, September 15, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
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.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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