Conversational service automation leader, Uniphore, has just expanded its solution offering with the delivery of Akeira 2.0. This intelligent conversational assistant aims to automate conversations and reduce the cost of enhanced customer service for enterprises, while delivering stronger CX.
The Akeira assistant simplifies and accelerates the deployment time of conversational assistants, with a visual modeller, training solutions, and virtual agent health tracking system. Companies can also access a sandbox for texting their assistant solutions. The assisted training means that companies can rapidly enhance their assistant and cut down on live agent volume. Users can also access features like:
- Live agent transfer based on contextual scenarios
- Business end-point connector services with secure connectivity to business applications
- Granular control of intent-based features
Empowering Real Agents with Digital Support
The Akeira conversational digital agent works alongside humans in the contact centre to significantly improve customer experience and agent productivity. The digital tools handle simple conversations that don’t need human interaction, and they can make suggestions during calls. The digital agents can resolve issues in real-time and seamlessly hand calls back to humans when necessary.
Intelligent and flexible, the Akeira solution ensures that companies can built virtual agents for existing voice response channels, mobile apps, and web chat systems. Additionally, companies can access secure enterprise connectors to standard ticketing, CRM, and other applications.
The core of the Akeira solution is a brand-new visual modeller, which gives administrators the ability to deploy and design entire conversations in minutes. Enterprise admins can create intent flow, design responses, and train user input solutions for intent identification in a single space. The modeller is scalable and can be trained once for deployment across various channels. Once deployed, Akeira can track real-time performance metrics using virtual assistant health cards that identify the need for corrective action in a business environment.
Bringing Virtual Assistants to the Workplace
Often, the success of a virtual assistant is dictated by its ability to learn constantly from conversations and actions. To ensure more effective discussions, Akeira has a new assisted training function. This semi-autonomous machine learning capability means that organisations can constantly train Akeira based on historical conversations, while allowing users to identify patterns for updated intents.
With an impressive list of features already built into Akeira, there are plenty of areas where the system can be deployed. For instance, the automation and AI capabilities can be leveraged across all channels, including mobile, web and social. Additionally, support for multiple languages and new automated machine learning solutions are already in development.
As virtual assistants and bots continue to gain ground in the communication and collaboration landscape, businesses are searching for the right solution to their needs. According to the Founder and analyst at ZK Research, Zeus Kerravala, in order for new bots to be successful, they need capabilities that improve set-up and maintain and monitor the outcomes too. Uniphore’s latest offering is a fantastic step forward in the right direction.
According to Ramesh Bobba, VP of product engineering at Uniphore, customers have high expectations for interactions with customer service agents, both virtual and real. The latest Akeira offering will enhance the functionality and features of intelligent assistants, and make them easier to set up, as well as more cost-efficient to manage.
