CX Automation

Transform Every Customer Conversation Into an Intelligent Outcome

Move from reactive service to AI-driven workflows that deliver faster resolutions, smarter agents, and measurable customer experience outcomes.

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Turning Customer Conversations Into AI That Delivers

Contact centers handle more interactions than ever — but fragmented experiences, manual processes, and rising customer expectations have widened the gap between customer intent and resolution. Uniphore’s Customer Service AI turns every conversation into a governed, automated workflow that resolves issues faster and continuously improves service outcomes.

Intelligence from every interaction

Conversation Insights Agent captures structured insight from unstructured calls — no keyword configuration, no technical skills required — so teams can act on what customers are actually saying.

AI agents running service, not just routing it

Self-Service Agent resolves customer issues end-to-end across voice and digital channels, handling multi-step workflows with enterprise-grade accuracy.

Real-time guidance where agents need it

Real-time Guidance Agent surfaces the right answer, action, and next-best step in the moment — reducing handle time and human error.

Recording and compliance built in

Communication Recording Agent captures all voice and screen data to ensure compliance, support AI initiatives and provide enterprise level authorization controls – so governance is embedded, not added on.

THE UNIPHORE APPROACH

Bring AI Into Production Across Customer Service Workflows

Capture every interaction
Record voice, digital, and screen interactions with compliance-grade controls and fully searchable transcripts.

Understand every customer
Identify intent, sentiment, and escalation risk in real time, giving your team a live view of what each customer needs.

Resolve in the moment
Drive first contact resolution with self-service AI and real-time agent guidance that adapts as each conversation unfolds.

Close the loop automatically
Eliminate after-call work with AI-generated summaries, disposition codes, follow-up tasks, and back-office handoffs.

Improve continuously
Score 100% of conversations automatically and turn performance trends into targeted coaching that lifts CSAT, FCR, and retention.

OUTCOMES

Production-ready AI for MARKETING ACTIVATION

Increase first contact resolution across self-service and live agent channels.

Reduce cost per contact without sacrificing customer experience.

Automate QA, coaching, and post-call work — at scale, without adding headcount.

Improve agent performance in real time with AI that understands every conversation.

Maintain compliance across every interaction with governed recording and AI oversight.

Conversation Intelligence

Conversation Insights Agent

Surface insight from every customer conversation without configuring keywords or writing rules. Conversation Insights Agent generates structured facts from unstructured calls — helping CX, operations, and product teams track trends, diagnose issues, and drive faster decisions.

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AUTONOMOUS AI AGENTS

Self-Service Agent

Augment your contact center with autonomous AI agents that deliver 24/7, human-like support. Self-Service Agent engages customers across voice and digital channels, delivering accurate answers grounded in enterprise knowledge — resolving issues quickly and enabling a smarter, frictionless self-service experience.

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Real-time Agent Assist

Real-time Guidance Agent

Empower agents with real-time, AI-driven support that adapts to every conversation. Real-time Guidance Agent surfaces the right knowledge, provides in-the-moment guidance, and automates tedious post-call tasks — boosting efficiency, accuracy, and consistency across the contact center.

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ENTERPRISE COMMUNICATION RECORDING

Communication Recording Agent

Securely record, store, and access every interaction with full compliance and enterprise control. Communication Recording Agent captures voice and screen activity across channels — enabling real time supervision, authorization control and built-in audit capabilities.

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KEY USE CASES

Apply AI Across Every Customer Service Workflow

Self-service and deflection

Resolve more customer inquiries without a live agent. Uniphore Customer Service AI – Self-Service Agent handles complex, multi-step workflows across voice and digital channels — understanding intent, applying enterprise knowledge, and completing end-to-end resolution.

Financial services and telecom customers have deflected high volumes of inbound calls while integrating seamlessly with CRM and billing systems.

48%

call containment rate

65%

self-service adoption rate

24/7

always-on customer support coverage

Agent productivity and assistance

Empower agents in the moment with next-best actions, knowledge surfacing, and automated summaries. Real-time Guidance Agent reduces handle time, improves first-contact resolution, and takes the pain out of post-call work.

Enterprise contact centers cut average handle time and eliminate hours of manual after-call work.

30%

reduction in average handle time

85%

reduction in training time

11%

reduction in AHT

Quality and compliance

Capture every customer interaction with compliance-ready recording and governed access. Communication Recording Agent combined with Conversation Insights Agent enables 100% QA coverage — replacing manual audits with AI-driven scoring and trend detection.

Healthcare and financial services customers automate compliance across voice and screen activity while keeping patient and customer data in-place.

CX analytics and reporting

Understand what customers are actually saying — across every channel and interaction. Conversation Insights Agent generates structured insights without keyword configuration, surfacing call drivers, sentiment shifts, and escalation risk in real time.

Move from reactive QA sampling to real-time CX intelligence that feeds directly back into coaching, product, and operations.

Environment

Built to Work with the CX Stack You Already Have

Uniphore adds a unified AI layer across your existing contact center, CRM, and knowledge platforms. No rip and replace. No new system of record. Just enterprise-grade AI that extends the investments your team already runs.

Deploy AI across every channel without replacing your CCaaS or CRM
Unify customer service workflows across disconnected systems and vendors
Move from fragmented AI pilots to production at enterprise scale
Scale consistent customer experiences across voice, digital, and self-service

Discover a unified AI layer that works with your CX stack — not against it.

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Uniphore works with your existing stack

Connected

Salesforce Service Cloud

ServiceNow CSM

NICE CXone

Genesys Cloud

Five9

Move CX AI From Pilot to Production

Deliver consistent, governed customer service outcomes across every channel with the Uniphore Business AI Cloud.