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How a fast automated discovery of user intent helps the whole customer service chain

If you read literature about customer support, especially as it relates with self-service support, you frequently find the expression “user intent”. But what is a user intent? We define it as the objective that a consumer wants to achieve when performing a search on...

How PhoneMyBot adds value to your chatbot

Using robots to streamline business processes is no longer science fiction. The field of Robotic Process Automation (RPA) is in full development and more business processes are handled by bots every day. The customer service flow is also participating in this trend,...

OMNIA – the Interactive Media platform for Conversational AI Virtual Agents

Interactive Media has long operated in several related areas of the telecommunications field. We started out with computer telephony applications, interacting with the public via tones and delivering audio content on the telephone. This necessitated the development of...

The history of call qualification – a perspective

Someone was asking me about the techniques that in time have been used to qualify contact center calls – to understand what the caller wants and so route the call to the best group of agents in the contact center operation. I must say I wasn’t there for the beginning...

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