Uniphore explains how conversational AI can be the key to business success
With conversations quickly becoming a crucial focal point in today’s changing business landscape, there is often a risk that many interactions between staff, customers and management will go unheard, at least not in a way which makes them easy to act.
This is why conversational AI and automation are essential tools to help further promote organizational cohesion and communication, and Uniphore is leading the charge in this space with its voice AI, its knowledge AI, its vision by computer and its tonal emotion technology.
Uniphore started in India and has employees across the globe in regions like USA, India, Spain, Israel, Japan, Singapore and Australia.
As it has grown, the company has also progressed by developing cutting-edge conversational AI technology and solutions.
Over the past 12 months, Uniphore has consolidated a range of solutions under its flagship Uniphore X platform.
“Uniphore X acts as a unified conversational AI and automation platform that combines automatic speech recognition (ASR), natural language processing (NLP), robotic process automation (RPA), l ‘AI of emotions and AI of knowledge’, says Ravi Saraogi, co-founder. and President, Uniphore.
“We provide the industry-leading workflow automation a busy business needs, improving conversations across the enterprise.”
The company also added the ability to use automation through the acquisition of Jacada last year, then added Knowledge AI capabilities through Colabo this year.
“A complete conversational AI platform is about its AI algorithms and the elements that provide the keys to make it applicable to various use cases,” Saraogi explains.
“For example, our AI platform designed for contact centers was recently extended with video AI capabilities to create a new product – Q for sales – to empower conversations in another part of the business. organization – the sales department.”
He says Q for Sales uses artificial intelligence overlaid with emotional intelligence and computer vision to reveal the emotional context that drives a conversation. He then works with the customer service employee to deliver better results.
“This can be provided to employees in real time so they can seamlessly interact with their customers and in a truly enhanced capacity. It allows them to help and interact with each customer on a deeper level.”
With many employees and organizations facing burnout and other issues related to COVID-19 and hybrid working, Saraogi says Uniphore is using its technology to address many pain points.
“Our solutions can help organizations retain existing employees and prevent burnout by making their jobs more efficient and simpler while simultaneously reducing after-call work (ACW) and average handle time (AHT), which which reduces wait times for the next customer,” he says.
“The combination of our conversational AI and automation technology can give agents a skilled and experienced virtual co-pilot on a call who can immediately surface the information needed to resolve customer issues and automate repetitive tasks, such as than navigating multiple systems and screens to respond to customer requests.
“Post a call, the virtual assistant can immediately produce an accurate call summary for the CRM upload, summarize promises made during the call, and, with agent approval, perform follow-up steps to fulfill these promises.”
Another important aspect of the business is partnerships. Uniphore’s growing partner base also continues to grow at a rapid pace, helping to bring customer experience solutions to large enterprise customers.
Saraogi says the Asia-Pacific region in particular is a space where there are many opportunities to help organizations deliver better customer experiences through more innovative technology.
“We have more than 800 employees globally in 17 countries serving large enterprise customers in BPO, telecommunications, financial services, healthcare and insurance; we continue to grow in the APAC region,” he said.
“While we have already had outstanding success across the world, we believe that a recent deployment in the United States, where we have rolled out our solutions to over 18,000 users, is likely the largest deployment of AI ever. conversation in the world. We are very focused on finding similar large-scale deployment success in Asia.”
Saraogi says Uniphore is also increasingly active in the channel space.
“Over the past six months, we have announced distribution partnerships with Probe CX, VIS Global and Mindfields. This extends to our CCaaS relationships and partnerships with technology leaders such as Genesys, where Uniphore is part of the Genesys App Foundry program.
And customer success is reflected in the numbers, with Saraogi stressing the importance of conversational AI in helping businesses thrive as they look to the future.
“We recently helped a large organization eliminate more than $40 million from its balance sheets by automating its processes and workflows,” he says.
“Uniphore goes above and beyond to get inside a customer’s mind and understand what makes them tick. Our technology is enabling millions of conversations around the world. While many industry players focus on chatbots, we we strive to make customer tasks and interactions more efficient and to link them seamlessly with our customers’ internal processes to make them more efficient.”