Sinch has released AskFrank, an “AI-enabled intelligent question-answering search engine.”
AskFrank adds an additional AI layer to chatbots, providing answers to questions unavailable in the chatbot’s current database, and expanding its information access.
It can also integrate into customer-facing, or knowledge bases.
Besides its capability to search for website pages, pdfs, and word docs, AskFrank can respond in over 100 languages and support agents in finding the best support materials.
Moreover, the engine unifies data from multiple sources and enables chatbots to self-learn from conversation recordings and transcripts.
Sunny Dhami, VP, Product Marketing, Sinch, said: “In an economy where more and more organisations are relying on chatbots to engage with their customers to lower operating costs, we are seeing customers often frustrated in cases when a chatbot can’t provide them the right answer.”
“Therefore, Sinch built AskFrank to improve the level of accuracy and customer experience in customer communication.
“Available to Sinch’s customers using our conversational AI platform, Chatlayer, and cloud contact center solution, Contact Pro, AskFrank improves any chatbot’s capability to understand natural language much better, so supporting agents in offering response suggestions so that they become more efficient, and less customers are forwarded to second- and third-line support.”