Global provider of intelligent virtual agent tools, Inference Solutions, recently announced the updated version of its Inference Studio service. This enhanced solution comes with a selection of new features designed to help businesses rapidly scale virtual agents across a variety of multichannel touchpoints in the voice and digital landscape.
With Inference Solutions’ Studio 6.5 edition, businesses will have access to a single code-free platform that they can use for the development and provisioning of IVA applications for SMS, voice, WhatsApp, and also web-based chatbots. This should reduce the complexity and cost associated with launching most omni-channel solutions in the changing marketplace.
As the demand for enhanced customer service solutions increases, particularly during this new time of crisis, Inference Solutions’ Studio service could be the key to helping brands deliver the kind of customised and efficient service that their clients need.
Bringing Omni-Channel Engagement Apps to the Environment
With Studio to manage and build intelligent virtual agents, businesses will have the tools that they need to deliver omni-channel applications to the marketplace faster than ever. The platform includes a new library of templates that businesses and service providers can unlock to develop their IVA applications. This includes support for creating features like order lookups or answering frequently asked questions. There’s even support for credit card transactions.
Applications for the intelligent virtual agent are available to be build from the ground up with intuitive drag-and-drop systems. What’s more, service providers can promote and publish their templates on the Inference Task Library. Studio also allows users to create a single IVA application that works with all chosen channels.
The applications build in Studio will have access to the same selection of critical resources, including business process automations, data stores, Dialogflow agents, and payment gateways. There’s also support in place for reporting functionality too. This helps to ensure that the virtual agents maintain the context required in each interaction as customers move from one touchpoint to a next. The omni-channel IVAs from Inference can also help businesses to increase their service availability, automate more requests, and expand their presence in markets where mobile messaging is more common.
The Importance of a Responsive Environment
According to the CEO of Inference Solutions, Callan Schebella, the recent rise of COVID-19 have highlighted how important it is for businesses to be responsive to their customers, and the changing marketplace. The updated version of Studio will allow companies to increase and improve their self-service capabilities, increase efficiency levels, and boost readiness with automation strategies.
Thanks to Studio, businesses will also have more freedom to assist their customers whenever and wherever it is necessary. This also allows for UC, telecommunications, and contact centre providers within the Inference space to expand their offerings by offering more channels to their customers.
The Chief Marketing Officer for Masergy, Becky Carr, commented on the Studio technology update, saying that Masergy’s partnership with Inference solutions allows companies using the Masergy cloud collaboration and contact centre services to bring more premium self-service solutions to the market as quickly and efficiently as possible. The new capabilities offered by Studio means that intelligent virtual agents from Masergy will be more powerful than ever in helping companies to provide an always-on service for clients.
In a time when companies are experiencing a rapid rise in demand from clients in need of quick answers to questions or queries, these new self-service solutions are critical. Studio could be the key to unlocking a truly next-generation omni-channel customer experience environment.
Upgrading the Customer Service Experience
The latest version of Inference Studio also includes a new feature called Verbatim Audio. With this solution, raw call utterances are available to tune the accuracy of speech recognition technology and automate a higher number of service tasks. All of the virtual agent tasks in Studio can use a selection of conversational engines in the AI environment. Engines available include IBM Watson, DialogFlow by Google, and Amazon Lex.
Users of Inference Studio will also have access to more than 180 different voice profiles across 30 languages in the new Google Text-to-Speech service. The ability to identify voice prints through voice biometrics from AmorVox is also available. What’s more, companies can unlock sentiment analysis in real-time with the Tone Analyser service from IBM Watson.
Inference Solutions will be demonstrating some of the major benefits of the Studio solution and its other offerings during the Intelligent Response Series. This is a virtual series of free events taking place between the 21st and 23rd of April.
