Transform Data Center Voice Data into Structured Database for Real-time Actionable Insights

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Date : 12-Mar-2020
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.
Offering:

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 system supports slang and Manglish.

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.
Best Practices:
  • Leverage on AI and automation to deliver real-time actionable insights for customer service in the contact center.
Editor's comments:
  • 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. 
Uniphore's Conversational Service Automation

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