The IVA Market – An overview

akeira™ - the Intelligent Virtual Assistant allows organizations to automate customer service with NLU driven conversations across multiple languages and channels, providing a true omnichannel journey for the end user.

Expectations for an IVA have evolved over the years from simple rule-based systems to truly autonomous self-learning systems. All research points to the fact that virtual assistants are consistently ranked among top disruptive technologies being prioritized by CX teams to enrich customer journeys. Expectations are also driven by user behavior in terms of the adoption of digital channels and the use of voice as an interface.

• Voice is the new UI • No rule-based bots• Faster time to market• Support 8+ channels• Omnichannel

Market needs

• Recommendations • Personalization • Self-learning IVA’s• Intent modeling • Augmented agents

Future trends

• Poor track record • Does not scale• Takes months to roll out • Complexity perception• Lack of channel support

Barriers Why does an organization need an IVA?High cost of Support – An IVA can deflect calls away from the traditional high cost human support channels of IVR, Chat, and email. Support costs for these channels only increase with business expansion to new regions Digital channel presence – Users want to engage with organizations on multiple channels during the various stages of their customer journey Tracking the omnichannel user journey – Without an IVA, the context journey of a user as they move across cannot be tracked, resulting in poor CX and lost revenue opportunities

Differentiation in CX – Users stick to brands and organizations which offer a truly differentiated user experience for product evaluation, procurement, and after sale service

Need for continuous user engagement – Organizations must engage with users reaching out to them with personalized offers and product recommendations for a higher customer lifetime value (CLTV)

akeira™ - Intelligent Virtual Assistant

Redefine Customer Service Experience & drive Front Office Automation with the AI-driven Intelligent Virtual Assistant (IVA) – ™

IVR, Web & Mobile Channel Support

User speaks Natural Language to IVA

Visual Modeler – Create IVR and Rich Digital conversations

Dialog Simulator – Test, Troubleshoot and correct your IVA

Conversation Pack – Import intents from Conversation Packs

ML Training – Train the Intents once and deploy in multiple channels

Assisted Training – Continuous Intent Training to improve akeira™’s NLU models Business End Point Connector Service – Secure connectivity to business API’s

Virtual Agent Health tracking – Track Intent served & Call handling capacity

Dashboard of Metrics – Live, Weekly, Monthly call and Intent trend metrics

akeira™ - IVA

akeira™ - Features & Use Cases

akeira™ uses NLU Machine Learning models to understand the intent of end-user queries and provides relevant responses in multiple languages. akeira™ can also securely connect with back-end APIs and the knowledge base to present end users with account specific data. With the akeira™ administrative console, organizations can manage the life cycle of IVA’s.

Digital Offloading

Improved Customer Lifetime Value

Deflection of calls from phone,

email, chat agents

Savings in customer support

operations

Improved CX - agents focus on high complexity conversations

Customer “Intent” identified from

user input on IVR

Route calls to the right agent groups

Improved CX with no IVR Times

Personalized promotions,

offers for cross &up-sell opportunities

Proactive conversations

for user persona,history, context

Improve signups and renewals for a

higher CLTV

Channel context memory driven

proactive conversations

Engage customers in

multiple channels

Omnichannel customer journey metrics – Likes,

dislikes, complaints, preferences

Intelligent Call Routing

Omnichannel Presence

Why akeira™?akeira™ is designed to deliver cutting edge IVA features

akeira™ for Differentiated CX - A Case Study One of the leading insurance providers in India, with more than 80 million customers, wanted to automate their Customer Service experience with an IVA on a mobile application to provide a digital engagement channel for their fastest growing user demographic.

Challenges

• High support volume - 6900 branches

• Time wasted on repeated queries

• Need for a Digital Brand • Lack of Channel Support

akeira™ on mobile

• IVA on Mobile. Android & iOS application for self-service • Speech & Text interface in English, Hindi • 100+ Intents – FAQ, Informational, Rich Cards, • 10K Conversations a month

Benefits

• 24X7 Customer Service with no IVR wait times

• Deflection from high cost human support agents

• Prospect to Customer digital journey tracking of user

IVA Management - Visual Modeler

• Rich responses – Mobile, Web• Social Channels • Write and save API’s

Personalized Conversations

• User Persona• User & IVA Chat history • Recommendations

Augmented Agent Assistance

• IVA to IVA Integration • Human Agent to IVA Routing• Contextual Agent Routing

• Accelerated Intent training • Pre-Built Conversations • Intent Discovery & Modeling

Faster Time To Market

Conversational AI

• Granular training control • Next best response Prediction • Autonomous self-learning AI

Omnichannel Journey

• Context Memory • Proactive Conversations • Omnichannel journey metrics

About Uniphore Uniphore is the global leader in Conversational Service Automation with offices in the U.S., India and Asia. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation. So that every voice, on every call, is truly heard.

Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. Conversational Automation & Analytics, Conversational Assistant and Conversational Security elevate how enterprises support and engage their customers, build loyalty and realize efficiencies.

For more information on how Uniphore delivers business value using Conversational Service Automation technologies, please visit www.uniphore.com or write to us at marketing@uniphore.com

©2020 Uniphore Software Systems. All rights reserved.

Uniphore and other Uniphore product and service names, auMina, akeira, amVoice, Real-Intent and ivr.ai, as well as their respective logos, are trademarks or registered trademarks of Uniphore Software Systems or its subsidiaries in India and/or other countries. All other trademarks referenced herein are the property of their respective owners.