Palo Alto, Calif., United States & Chennai, Tamil Nadu, India : Uniphore, an early leader in Conversational Service Automation (CSA), today announced innovative new Artificial Intelligence (AI) enhancements to its portfolio of products.
Uniphore, an early leader in Conversational Service Automation (CSA), today announced innovative new Artificial Intelligence (AI) enhancements to its portfolio of products. With these additions, the company continues to lead in providing new and exciting options for organizations to deliver transformational experiences throughout the entire engagement cycle – before, during and after contact is made.
Announced today 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.
Uniphore’s new enhancements further bolster the capabilities of its existing industry-leading products and those recently announced, which included innovations like integrated front-end customer interaction and backend fulfillment from engagements and new solutions for agent authentication and customer data protection.
“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.”
Uniphore’s latest product enhancements include:
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