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Uniphore Simplifies Customer Service with Additions to Its Industry-leading Conversational Automation Platform

Uniphore Simplifies Customer Service with Additions to Its Industry-leading Conversational Automation Platform

5 min read

U-Assist In-call delivers industry’s first real-time agent guidance with integrated RPA

PALO ALTO, Calif., March 1, 2022 [6 AM PST] – Uniphore, the leader in Conversational Automation, today announced the addition of new solutions to its flagship Conversational AI & Automation platform — the industry’s only platform that provides intent, sentiment, emotion and tonal analysis to every contact center conversation, transforming the end-to-end customer and agent experience.

The newest addition is U-Assist In-Call, an in-call automation solution, which comes in two distinct packages: Bolt and Max. U-Assist In-Call is the industry’s most advanced agent assist solution that delivers next-best actions, leveraging the intent, sentiment and tonal analysis as well as desktop automation using attended robotic process automation (RPA).

Uniphore is also unveiling the industry’s first state-of-the-art work flow designer that is empowering business users to now prioritize innovation and business growth with a quick time-to-market for the next generation of customer experience (CX) applications. The designer includes an integrated RPA that can be used during a call to assist the agent or post call for related follow-up actions needed. U-Assist In-call is available in North America, Asia-Pacific and Europe.

With the rapidly changing business and societal conditions, the role of customer service centers in delivering superior CX is more important than ever before. When agents can do their job with more confidence, accuracy and efficiency, the result is less hold times of up to 20%, happier customers and more productive agents. Uniphore’s U-Assist In-Call solutions ensure that the agents have the right tools to provide a smooth and frictionless CX.

Top benefits and features of Uniphore’s U-Assist In-Call solutions include:

U-Assist In-Call Bolt

U-Assist In-Call Max

“I’m extremely proud of the work that our engineering and product teams have done to deliver an unparalleled conversational AI and automation platform,” said Moni Manor, Chief Product Officer, Uniphore. “The importance of delivering a seamless in-call experience powered by AI, automation and RPA is significant in that the combination enables us to provide unmatched ROI as we can handle complex interactions and not just simple ones. Our technology increases customer satisfaction, reduces agent errors, helps ensure promises made to customers are kept, and thus ensures that every interaction is followed up with on time and with minimal probability for repeat customer calls.”

U-Assist In-Call solutions, Bolt and Max are available immediately. For more information, visit https://www.uniphore.com/u-assist/.

About Uniphore
Uniphore is the global leader in Conversational Automation. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more. Whether they are human to human, human to machine or machine to machine, conversations are at the heart of everything we do and are the new currency of the enterprise. They relay intent, tone, emotion, and sentiment.

At Uniphore, we believe companies that best understand and take action on those conversations will win. We have built the most comprehensive and powerful platform that combines conversational AI, computer vision, emotion and tonal analysis, workflow automation, and RPA (Robotic Process Automation) with a business-user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.

Media contacts
Marjaneh Ravai (US)
Marjaneh.ravai@uniphore.com

Cynanda Noronha (JAPAC)
Cynanda.noronha@uniphore.com

Find out more information on Uniphore here.

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