Conversational Automation with Uniphore and Amazon Web Services (AWS)

As more companies are moving to the cloud for its agility, scalability, ease of management, and availability of new technologies, it’s important to choose a conversational AI and automation platform that is designed for use in the cloud and covers the entire customer-agent journey.

Uniphore is integrated with Amazon Connect. By using Amazon Connect Contact Flow, calls can easily be answered by U-Self Serve, Uniphore’s intelligent voice assistant. U-Self Serve can understand customer intent and resolve issues automatically. U-Self Serve leverages Amazon Polly to power its text-to-speech capability to communicate with customers using natural language. If a human touch is needed, U-Self Serve can transfer the call at any time to a live agent.

Once the call is transferred, Uniphore’s real-time agent guidance solution, U-Assist, can listen to the call and guide agents at every turn during the conversation while automatically generating after call summaries. U-Assist’s features are enabled by a pre-built Amazon Connect integration that provides Uniphore access to real-time audio and agent event streams using Amazon’s Kinesis data stream.

After the customer support call is completed, U-Analyze is leveraged for quality management and speech analytics. U-Analyze allows businesses to analyze 100% of all customer interactions across voice, chat and email to ensure that quality and compliance requirements were met. Audio data from call recordings is streamed to Amazon S3 through Amazon Kinesis. Uniphore’s automatic speech recognition (ASR) engine translates the recorded audio data into text and natural language understanding (NLU) is used to interpret the call. Uniphore’s artificial intelligence (AI) intelligently samples the most important calls for quality managers to review while also mining customer conversations for patterns, keywords, topics, sentiment and potential issues that can help reduce customer churn and increase ROI.