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Uniphore Boosts Deep Learning AI for Agent Assistance
- 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.
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