Uniphore Adds “Unmatched” AI Capabilities to Its X Platform

The updates includes ‘first’ and ‘only’ AI to process multimodal data across enterprise platforms

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Published: November 15, 2023

James Stephen

Uniphore has added several more innovations to its X Platform, aiming to further bolster customer and employee experiences.

These hinge on what Uniphore calls the ‘first’ and ‘only’ real-time AI to process multiple modes of data across an enterprise-grade platform.

That multimodal architecture provides the guardrails to guarantee the successful integration of its new generative AI, knowledge AI, and emotion AI solutions, which incorporate data from voice, video, and text in real-time.

As such, enterprises can enable new use cases – such as contextual responses – while maintaining “complete control” over data privacy and security.

Umesh Sachdev, Co-founder and CEO of Uniphore, commented on the enterprise AI solution: “Global enterprises are looking for robust AI solutions to not only solve current business challenges but find ways to deliver better customer and employee experiences to drive the business forward in the future.

 Customers have come to rely on Uniphore to ensure they get the best end-to-end AI platform that leverages Knowledge AI, Emotion AI and Generative AI across voice, video, and text-based channels for a complete solution.

Uniphore sets itself apart through capturing, structuring, analyzing, and utilizing a comprehensive suite of data, while a number of vendors are choosing to rely on text-based large language models (LLMs). It leverages voice data from tone, cadence, word choices, and more to overcome the “inherent challenges”of using a single data source.

X Platform Innovations

U Assist is a new manager application that helps managers to improve agent performance in real-time.

Innovations to U-Assist include the addition of generative AI to speed system setups and learning from pre-trained models, enhanced operational and application effectiveness, and promise management and follow-through upgrades.

U-Self Serve has gained enhanced digital channel support through WhatsApp with greater generative AI capabilities, such as training sentences, document cognition, dialog modification, zero-shot models, and repeat responses. This results in better call deflection and containment rates added value, and bolstered CX.

Q for Sales enables improved meeting summarization using generative AI and emotion AI. It brings actionable insights based on buyer sentiment and engagement signals, while summaries look at buyer reactions and sentiment to locate key moments, interests, areas of confusion, interest, and engagement to create better insights.

U-Capture is a cloud-enabled voice and screen recording, plus streaming, solution. The latest iterations let companies stream and record voice and screen conversations in the cloud.

Dan Miller, Lead Analyst at Opus Research, adds his support for the updated offering: “Fully embracing Enterprise AI poses several challenges to enterprise executives.

“Uniphore’s new offerings apply a broad spectrum of AI-fuelled resources to give customers, managers, and employees new powers while, at the same time, mitigating the known risks associated with choosing the AI solutions that will deliver the best business outcomes and customer experiences.”

Last month, Uniphore announced a partnership with Avaya to increase its presence across the Middle East and Africa (MEA) and add depth to Avaya’s OneCloud CCaaS platform by providing its users with access to the X Platform.

Earlier this year, Uniphore acquired Red Box to free up conversational data for its AI. Red Box captures high-quality audio, screen, and metadata from customer conversations, which can feed into Uniphore’s X Platform.



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