Date : 12-Mar-2020
Location: Kuala Lumpur
Key Takeaways:
Spokepersons:
Uniphore's Conversational Service Automation (CSA) offers the following:
The company targets any organization with call centers.
Insights:
Location: Kuala Lumpur
Key Takeaways:
- Increasingly, customers expect frictionless, memorable and trusted customer experience when dealing with contact center.
- Essentially, customer service is the critical driver of customer experiences.
- 42% of customer service representatives can't efficiently resolve customer issues due to problems with disconnected systems, archaic user interfaces, and multiple applications.
- 67% of millennia have changed brand loyalties in past 12 months because of a bad experience.
Spokepersons:
- Ravi Saraogi, co-founder & President (APAC),Uniphore, said, the future of customer service is Conversational Service Automation.
Uniphore's Conversational Service Automation (CSA) offers the following:
- auMina - conversational automation & analytics - includes automated agent quality monitoring & scoring
- akeira - conversational assistant - self-service & personalisation
- amVoice - conversational security - KYC via voice authentication
The company targets any organization with call centers.
Insights:
- Over 52 mllion hours of calls are recorded everday by contact centers worldwide, yet less than 1% of the speech data ever gets analyzed.
- Leverage on AI and automation to deliver real-time actionable insights for customer service in the contact center.
- Is a great thing that the platform supports multi-lingual including the ability to transcend slang and Manglish, and leverages on A.I to for its analytics and automation.
- Think of it as next the Google for discovering and organizing voice and speech data into structured database.
- Not many startup companies are capable to develop products in the area of voice and speech analysis and automation.
- The Series C funding of $51m which was announced on August 13, 2019 and was led by March Capital proves that the company is on track in achieving its target.
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