Behavioral Signals and Uniphore:

Conversational Automation Solutions

A man is sitting at a desk with a laptop in front of him, displaying Behavioral Signals data.
A pink and orange heartbeat against a white background for a calendar event.

The App Alliance Partnership between Uniphore and Behavioral Signals combines Uniphore’s AI and automation-driven technology with Behavioral Signals’ AI-Mediated Conversations (AI-MC).

Uniphore and Behavioral Signals jointly create exceptional customer experiences and improve service outcomes.

Together, we are working toward:

Conversational Automation Solutions
Understanding of behavioral signals through behavioral signal processing and emotion AI

Uniphore

Problems We Solve

Behavioral Signals extends Uniphore’s solutions to solve customer service challenges through automatically matching each customer to the best-suited agent using voice data and emotion AI. Organizations that use Uniphore and Behavioral Signals solutions notice that the overall performance and outcomes of their call center conversations reach higher levels.

Problem: Quantifying Emotion. Measuring how something is being said is more difficult than what is being said.

Solution: Machine learning (ML) can quantify tone of voice, intonation and affect in audio.

Problem: Agent Stress. When calls are distributed unevenly, regardless of profile attributes, their agents can become disengaged, leading to attrition.

Solution: AI and ML match each customer to the best-suited agent based on their respective behavioral profiles, leading to a more engaging employee experience.

Problem: Subjective Performance Analysis. Identifying and measuring the quality of agent/customer interactions can be difficult.

Solution: Behavioral signal processing uses intonation and other acoustic cues to assess the negativity or positivity of interactions.

Problem: Quantifying Emotion. Measuring how something is being said is more difficult than what is being said.

Solution: Machine learning (ML) can quantify tone of voice, intonation and affect in audio.

Problem: Agent Stress. When calls are distributed unevenly, regardless of profile attributes, their agents can become disengaged, leading to attrition.

Solution: AI and ML match each customer to the best-suited agent based on their respective behavioral profiles, leading to a more engaging employee experience.

Business Benefits:

Uniphore and Behavioral Signals offer conversational AI solutions that complement each other, making agents’ jobs easier and enhancing customer experience with proven results, including:

12%
to
18%
revenue improvement 1
8%
increase in call success ratio 1
10%
growth in customer satisfaction 1

Behavioral Signals:
AI Mediated Conversations

Behavioral Signals provides an AI-first approach for contact centers and revenue recovery. Behavioral Signals was chosen as Gartner Cool Vendor 2020.

Customers that partner with Behavioral Signals for AI-MC see:

Improved Outcomes

Reduced Cost

Increased Customer Satisfaction

Lower Agent Attrition

Increased Brand Loyalty

Uniphore: Where every conversation is truly heard and understood.

Uniphore is the global leader in Conversational Automation. We have built the most comprehensive and powerful platform that combines conversational AI, and emotion AI with a business user-friendly UX in a single integrated platform to transform and democratize customer experiences across industries.

  • Established in 2008
  • More than 700 employees
  • Received $400M in investment in 2022 (the latest in the industry) 2

Uniphore has earned awards from some of the top technology research and consulting companies, including:

and more

Industries Supported

For contact centers, Uniphore and Behavioral Signals team up to:

  • Use Behavioral Signal Processing (BSP) and ML to identify and observe emotions during an interaction
  • Measure the quality of agent-customer interactions
  • Provide metrics for compliance, fraud detection and agent wellness

Emotion and behavioral metrics can be used to:

  • Provide unique insights on the future value of the customer
  • Accurately predict customer satisfaction, loyalty and churn
  • Interpret propensity to buy/pay
  • Decrease immediate refusal sales calls by as much as 8% 3
  • Increase sales by as much as 18% 3

Get Your Copy Discover more ways to enhance call center services with AI and automation. Read the Uniphore Call Center eBook.

Uniphore and Behavioral Signals empower healthcare organizations to:

  • Use ML to detect and measure behavioral and emotional cues
  • Diagnose and treat behavioral and mental health problems, such as PTSD, Parkinson’s, addiction, depression and autism spectrum disorder
  • Detect blame in couples’ therapy
  • Quantify emotional speech behavior of children with autism

Precision results from our finely tuned technology include:

74%
accuracy in identifying blaming behavior from audio 4
79%
accuracy in identifying blaming behavior from speech-to-text 4
70%
accuracy in identifying blaming behavior from intonation 4

Check out the BlogLearn more about how Uniphore helps healthcare organizations by reading the blog “Benefits of Conversational AI in the Healthcare Sector.”

Uniphore and Behavioral Signals help companies in the financial services industry:

  • Transform their operations, bring innovation, drive profitability and optimize resources
  • Optimize the collections process on non-performing loans (NPL) by using AI-MC
  • Match customers to the right agent with automated call routing that uses natural language processing (NLP)
  • Improve customer service efficiency
  • Increase revenue and rate of restructuring applications

Our solutions deliver proven results, including:

20.1%
increase in active debt restructuring applications 5
10.9%
increase in positive debt payments 6
95%
improvement in call success across all agents 6

Check out the BlogFind out more about the role of conversational AI in finance. Read the blog “How Conversational AI Is Redefining the Financial Services Industry.”

Uniphore and Behavioral Signals help utility companies:
  • Successfully recover revenue
  • Maximize the effectivity of call center agents using AI-MC
  • Match the customer to the right agent using automated call routing
Our solutions deliver proven results, including:
11.6%
higher call success ratio for right party contacts (RPC) 7
90%
of agents showed significant improvement in call success 7
CALLS
evenly distributed among agents

Check out the Case StudyLearn more about how Uniphore helps utilities succeed with conversational automation.

Request A Demo

Sources
  1. Behavioral Signals | AI-MC Data Sheet
  2. Uniphore | https://www.uniphore.com/press-releases/uniphore-raises-400-million-to-support-explosive-growth-and-global-demand-for-automating-conversations-across-the-enterprise/
  3. Behavioral Signals | https://behavioralsignals.com/ai-mediated-conversations-case-study-for-sales/
  4. Behavioral Signals | https://behavioralsignals.com/behavioral-emotional-analytics/behavioral-signal-processing-use-cases-healthcare/
  5. Behavioral Signals | https://behavioralsignals.com/ai-mediated-conversations-case-study/
  6. Behavioral Signals | https://behavioralsignals.com/ai-mediated-conversations-case-study-for-financial-group-bank/
  7. Behavioral Signals | https://behavioralsignals.com/ai-mediated-conversations-case-study-for-utilities-revenue-recovery/