Uniphore has added new agent guidance solutions to its flagship Conversational AI & Automation platform.
The additions come in two bundles: U-Assist In-Call Bolt and U-Assist In-Call Max.
U-Assist In-Call Bolt is an agent assist solution that offers real time agent guidance and next-best actions by identifying customer intent, sentiment and tone. It also offers desktop automation using attended robotic process automation.
U-Assist In-Call Max assists agents with customers’ interactions, scaling personalised guidance.
Moni Manor, Chief Product Officer, Uniphore, said: "I’m extremely proud of the work that our engineering and product teams have done to deliver an unparalleled conversational AI and automation platform.
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.
Another addition to the platform is a workflow designer, which assists agents in completing after call work (ACW), streamlining wrap time.