No Jitter is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

  1. Home
  2. Contact-center-customer-experience
  3. Uniphore Boosts Deep Learning AI for Agent Assistance
Contact Center & Customer Experience

Uniphore Boosts Deep Learning AI for Agent Assistance

Deep learning AI models will provide more accurate call summaries and AI-based after-call work guidance.
Ryan Daily
July 15, 2021

AI_AdobeStock_279325673_71521.jpeg

A technology background with the words AI
Image: kras99 - stock.adobe.com
Conversational service automation platform provider Uniphore today announced the addition of deep learning AI models and other updates for U-Assist, its agent tool for automating after-call work and call dispositions.
 
Available to all Uniphore customers in the fall release, the U-Assist update provides:
  • Interaction sectioning — By applying deep learning AI models to customer engagements, U-Assist will provide agents assistance in real-time, then during the wrap-up phase of a call automatically deliver a call summary and follow-ups. Using the AI to create the call summaries will improve accuracy compared to summaries prepared by agents based on their recollections of the conversation, Uniphore said.
  • Intent detection —With the update, Uniphore is transitioning from the use of natural language processing to deep learning AI algorithms for its intention detection feature, with the aim of improving sentiment analysis over time, a Uniphore spokesperson said. To detect intent, the models will analyze what stage calls are at, customer sentiment, how agents are resolving the issues, whether coaching is being followed, and other factors.
  • AI-based supervisor alerts — With this feature, supervisors will automatically receive alerts when agents may need support for their customer engagements. The alerts will detail the call type, customer sentiment, escalations, and agent verification, Uniphore said.
  • Self-optimizing after-call work — Deep learning AI models will learn from edits, additions, and insights that agents make to the auto-generated summaries, refining what’s captured in future calls.
This latter point is particularly important, industry analyst Zeus Kerravala, of ZK Research, noted in an email exchange with No Jitter. "AI isn't a one-time deployment; it’s an ongoing journey where the more data that is created helps improve the accuracy of the models," and therefore the ability to streamline and improve the customer experience, he said.
EC21 event logo with dates

Are you looking for more insight into the contact center and AI technologies? Then make sure to attend the "Top Uses of AI to Deliver Stellar Customer Experience" session at Enterprise Connect. As a No Jitter reader, you can save $200 off your registration! Simply enter the promo code NJAL200 when you sign up to attend. 

Tags:

Uniphore
Contact Center AI
News & Views
Contact Center & Customer Experience
AI & Speech Technologies
Customer Experience
Product News
Vendor News