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Interactive Media’s Conversational Virtual Agents and how they interact with people in natural language

Interactive Media’s Conversational Virtual Agents and how they interact with people in natural language

Interactive Media’s Conversational Virtual Agents and how they interact with people in natural language

August 31, 2021

Natural Language Processing (NLP) is gaining ever more relevance as it applies to virtual agents. The technology is efficient in the challenge of automating interactions with customers, without compromising the quality of service.

In this post we will elaborate about the subject. First, we will address the concept and the importance of virtual agents in corporate service processes. Next, we will detail some of the main challenges and major advantages of NLP when used woth bots.

Finally, we will make the case of why Interactive Media, founded more than 20 years ago, is the best choice in service solutions with NLP support.

Happy reading!

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Virtual agents: what are they and why are they important in service?

Increasingly common in corporate daily life, virtual agents are computer applications that use artificial intelligence (AI) and machine learning to optimize service processes. Virtual agents use Natural Language Processing (NLP) and Natural Language Understanding (NLU) as the basis for conducting a conversation with people.

By incorporating virtual agents into workflows, companies have a double gain: while leveraging service team productivity, speeding up problem solving through technology, they also optimize important resources – such as labor, time and money. The result of the equation can be extremely positive and, therefore, very attractive to high performance companies.

NLP, in turn, plays a decisive role in the effectiveness of virtual agents, especially when the user experience is a central theme. “Generally speaking, Natural Language Processing is the ability of a computer system to interact with people using speech, adapting to understand what they say and to respond to them in a natural way,” says Livio Pugliese, CEO of PhoneMyBot, an Interactive Media company.

Technically speaking, NLP is at the intersection of linguistics and information technology, benefiting from the advances of both. According to a Gartner report, it is estimated that by 2021, 15% of all customer service interactions will be fully handled by artificial intelligence mechanisms. In Brazil, the virtual agent market also continues to be heated: in 2019 alone, 60 thousand bots were launched, a number almost 353% higher than the previous year.

Natural language: what are the biggest challenges and main advantages?

The rapid advance of technology, especially of artificial intelligence, has in recent years led to a substantial increase in the quality of comprehension and language generation. As a result, virtual agents also improved and gained more and more space in business departments – from sales to technical support.

In practice, NLP needs written text to function. Therefore, it is necessary that machines accurately transcribe what people say, providing a coherent and precise interpretation – which undoubtedly emerges as one of the main challenges of Natural Language Processing.

“Even more challenging, however, is the mission of assigning a faithful meaning to the transcript, since people use many different phrases to say the same thing and, in some cases, the same word can mean different things in specific contexts”, comments Livio Pugliese.

However, overcoming this obstacle brings a substantial reward: adopting automated service solutions brings many advantages and can represent significant gains in the short, medium and long term.

“When we are talking about voice, NLP can help whenever people need to communicate with machines without using their hands,” explains the CEO of PhoneMyBot. The executive reinforces that these days it is not just questions and answers, but conversations. The biggest advantage lies in the ability to understand the user’s intention to, if possible, provide the services most appropriate to the question or complaint.

“Often, the virtual agent gets only some of the meaning during the first conversation exchange” according to Livio Pugliese. But with AI and machine learning resources, this is no longer a problem: the technology can continue to ask complementary questions to single out the intention until it is completely understood, and the most relevant answer is sent to the customer.

The operational impact of virtual agents is important for the bottom line as well. When bots are in charge of leading the initial interaction with customers, often containing the operation into self-service, professionals in the field can dedicate themselves to more analytical and strategic tasks, which helps the overall company performance.

If you still have doubts about the efficiency of virtual agents in generating savings for corporations, it is worth remembering that a survey by Juniper Research predicts that, by 2022, companies will save 8 billion dollars a year with the application of conversational technologies. In other words: it is worth investing now.

Experience and technology: why is Interactive Media a specialist in NLP?

Interactive Media develops, deploys, and continuously improves conversational virtual customer service agents across multiple channels. With great expertise in artificial intelligence tools and machine learning, the company helps its customers to optimize their interaction flows with users.

With more than 20 years of experience in voice applications, Interactive Media has implemented many successful use cases in organizations of the most diverse sizes and segments. “Based on the history, we know that virtual agents can solve up to 80% of the problems in the call center, freeing human agents from countless telephone contacts”, points out Pugliese.

Interactive Media’s platform uses a carefully tailored approach to build technologies that fosters high-performance understanding, allowing for more accurate interactions – which, in turn, improves both ends of the chain. For the company, it is about maximizing resources and reducing costs; for the user, it means that problem solving is more agile and efficient.

“At Interactive Media, we cover the complete lifecycle of virtual NLP agents and also of all integrations, which ensures that we can provide the most appropriate and intelligent solution to the problem presented by the customer”, concludes the PhoneMyBot CEO .

We want to end with two complementary conclusions. The first is that Natural Language Processing emerges as the most assertive way to enable a more human-like automated service, capable of really understand the user’s intention. The second solidifies Interactive Media’s position as a reference in the area; after all, even before the chatbots boom, the company already offered AI-based conversational services and they have only become smarter and more focused with time.

To improve the service flow in your company you need an effective technological mechanism. Contact us and find out how we can help you implement more complete solutions, in line with the demands of an evolving market.

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Chatbots and recorded voice – a messaging era dilemma

Chatbots and recorded voice – a messaging era dilemma

Chatbots and recorded voice – a messaging era dilemma

August 13, 2021

Chatbots converse with people in natural language and have had an extraordinary proliferation in the past few years. They started as little windows on websites, allowing users to write what they were looking for and providing information directly, instead of forcing people to navigate the complete site looking for their content. 

This is certainly a worthwhile mission, but chatbots have expanded from that, to mining databases and presenting personalized results, and performing mission-critical activities like booking and confirming appointments.

But the past few years have also seen the explosion of mobile messaging services, which are now an integral part of (almost) everyone’s life. From simple one-on-one text messages (SMS) to multimedia messages to multiple recipients and platform that straddle the divide between messaging and social networks, like WhatsApp, Viber, Telegram, Facebook Messenger. The advantages of these services are clear: they are software-only and brought to users on a device that’s always with them, they are free or almost free, they offer multimedia capabilities, and writing texts is faster and more flexible than calling. Even though it is less common in the USA, WhatsApp (owned by Facebook) is currently the biggest mobile messaging app in the world, with about 2 billion users and about 100 billion messages sent per day.

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And so, people send and enjoy messages at an ever-increasing rate. Of course, chatbots are also in the mix, following their audience to the channels that they use. This way, people can get services from chatbots on their favorite messaging app, just like they were messaging with friends.

Chatbots work on text and all messaging applications are based on text. They all support pictures and videos, which are transferred as text-based links that the app follows to retrieve the content or attachments. Chatbots can connect to any messaging platform with an API that allows it, simulating a mobile device or implementing a business endpoint.

All good then? Not completely. A functionality offered by some messaging platforms is to record a voice message instead of typing and send it instead of (or together with) a text message. This is becoming more and more common – people on the move may not want to stop and type, while recording a brief message is fast and easy. It is also more personal: you can say a lot more with your tone of voice than sending text and emojis.  Humans also appreciate to hear their friends voice more than just reading what they write.

But not chatbots. For them, a recorded voice message in a text exchange means the end of the conversation: they are not (in general) equipped for receiving a voice file and transcribing it into text to feed to the conversational AI engine that propels the conversation. The alternative, that can be used in high-value conversations like sales or customer support ones, is to transition the interaction to a human agent who will listen to the voice message and reply back, taking over the exchange with the user. But this is expensive as it requires the organization to staff humans in a sufficient number to pick up failed bot conversations in addition to conducting their normal business.

Even worse would be for human agents to simply listen and transcribe the message to pass it back to the chatbot: this would be an impossibly dull and menial job and likely to lead to massive turnover.

What is needed is a service to transcribe voice recordings and get them back to chatbots accurately and quickly.  

PhoneMyBot from Interactive Media provides such a service. PhoneMyBot is dedicated to expanding the chatbots realm to voice, be it from the telephone network or any other channel. For the telephone channel, PhoneMyBot must transform live voice from a user into text and text from the chatbot into voice. All of this, in several languages and with a selection of the best speech-to-text service for the job. This also enables PhoneMyBot to spot-transcribe recorded messages.

A crucial point is to make it very easy for chatbots to submit a recorded voice message to transcribe. PhoneMyBot exposes a RESTful API for this, supporting numerous encodings and formats for the voice file. Considering that most users are on WhatsApp and so chatbots also use this channel, PhoneMyBot also provides a WhatsApp enabled number for access. Chatbots can send a message to PhoneMyBot with the voice file and receive back the transcription as the response.

With this feature, we of PhoneMyBot believe that we gave a definitive answer to the recorded voice messages dilemma.

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

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

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

May 6, 2021

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 the internet, browsing a website, or contacting a company service department. With the rise of automatic systems to let users self-serve in their relationship with companies, how intents are discovered by the system and managed has become paramount.

There is no doubt that having oneself understood quickly when looking for something is important, but typically there are many ways to express a need, a complaint or a desire and people will use them all (even assuming they know exactly what they are looking for, which is not always the case).

So, one of the biggest challenges for automation services is to map these expressions and identify the real motivation behind them.

Of course, when calling a company, users could be directed to speak with a human agent who will quicky determine the user’s need, but this is expensive and does not scale, so automated systems have been available for decades to “qualify the call”, discovering the user intent, and route the call to the most appropriate service. For many years this meant menu-based systems interacting with users through tones, but more recently Artificial Intelligence systems have become more and more able to converse with people, reducing the steps necessary and delivering a much more pleasant, agile, and accurate customer experience.

So, interest and investments in Conversational AI able to discover the user’s intent are increasing significantly in the various sectors in which it operates: from the development of algorithms and intelligent systems to advertising and Inbound Marketing strategies. But how, in fact, does the intent discovery work, how can this technology contribute to serving your company? This is what we discuss here.

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How do intelligent systems identify intents?

When a user reaches an intelligent conversational virtual agent, the experience is very different from an old IVR, although the objective of the first part of the call is the same – identifying the caller’s intent. A conversational AI Virtual Agent will start the conversation with an open question, something like “Good morning, you have reached Company X, how can we help you?”. Users are thus free to express their need in any way they like.

When they speak, their sentence is first transcribed from voice to text by the Virtual Agent, then sent to a conversation engine for analysis. Engines can be of different types, but all of them compare the sentence with a knowledge base of possible requests, related to the capability of the service. Of course, the number of possible intents is not infinite and in fact they are the same that can be served by an older IVR system. So, the “domain” on which the Virtual Agent searches for the intent is limited, and this facilitates the search.

It is possible that the caller has already specified all that the system needs to know to correctly identify the intent, but very often this is not the case. For instance, a system to automatically book an appointment will need to know the name of the user, the type of appointment, the location, the date, and the time. No-one would say all this in the initial sentence. But a well-designed Virtual Agent will be able to narrow down the possibilities gradually to get to completely identify the users’ intent and service their need.

One advantage of Virtual Agents over old IVR systems is that the pieces of information can come on any order. So, continuing with the appointment booking example, the user may say “I would like to reserve an eye doctor appointment”, and the Virtual Agent can then ask them what day they want it, where, and what is the preferred time (assuming that the user’s phone number is already in the database and so the system knows who it is talking with). But the user could also say: “I need an appointment tomorrow”. In this case the Virtual Agent would reply: “what type of appointment? We cover ophthalmology, dermatology and radiology”, and then proceed to collect the rest of the information.

The conversation will continue until the Virtual Agent has collected all the information necessary to provide the service, or if there are complications, at least the Virtual Agent will be able to forward the call to the correct human agents – in this case, the ones serving the Ophthalmology department.

The advantages of an autonomous voice service

The ability of Virtual Agents to identify intents quickly and precisely provide several advantages for companies, especially ones with a high volume of customer interactions and several departments. To start with, it is not only the intent that the Virtual Agent identifies, but also what it is called “entities”: the pieces of information that make providing the service possible. In the example above, the intent is the type of appointment that the user seeks. Entities are instead the date and time, and location. Having the complete set of information often enables the Virtual Agent to complete the service without contacting a human agent, thus saving time and money.

Even when the service is not provided completely by the Virtual Agent, interactions are routed to the correct human agent queue with a much higher precision, greatly reducing the percentage of calls that have to be transferred to another department. This also saves money and time, not to mention providing a better customer experience.

Finally, the ability of Virtual Agent to collect most of not all the information necessary and transfer it to human agents together with the call also helps keeping the duration of calls shorter and save money.

Other advantages include the ability of the service to scale to meet demand, much faster than what a human agents-based contact center can scale. If a service peak is coming, due to the season or a scheduled event, or even in emergencies, it is easy to just increase the number of Virtual Agents that come in perfectly prepared and trained as the ones already in use. This will buffer the traffic increase on the “real” contact center, as a high percentage of the peak calls will be resolved in self-service mode and the peak on human agents will them be smoothed.

Virtual Agents also remove the limitations of day and time, since they work 24 hours a day, 7 days a week. Continuous service prevents demands from being “dammed” at the ends of the week and contributes to customer satisfaction, as most of their needs are met at any time and without waiting on the phone.

Virtual agents acceptance

Virtual Agents of all types are becoming more and more common, and thus accepted by the general public. People are increasingly used to controlling computer services by voice, from smart speakers to search engine searches to interactions with virtual agents over the phone. So, Virtual Agents are accepted by the public immediately, and gladly. A conversational experience not only contribute to a more human service, but also make the consumer’s routine more practical. Many problems can be solved without the customer having to click on a single button.

Understanding of the customer journey

For a company to be able to provide an excellent customer service, it needs to know its customers and their journey, while seeking support – the path taken from the first contact to when their need is met. This understanding allows organizations to deliver exactly what their customers are looking for at each stage of the journey.

Until the recent past, it was not possible to obtain this knowledge with satisfactory precision since the available data was very limited, especially on the telephone channel. The best companies could was to record calls and then select a sample to analyze, which was expensive if they wanted a more complete picture or necessarily incomplete.

A Virtual Agent however works on text, and so all calls are transcribed. This allows to use text analysis tools, also based on Artificial Intelligence, to monitor consumer behavior in detail and gain valuable insights.

About Interactive Media

Founded in Italy over 20 years ago, and with offices in Brazil and the USA, Interactive Media is at the forefront of Conversational AI technology and processes hundreds of millions of customer service conversations a year with its Virtual Agents, in different countries and languages.

Now that you understand the importance of the user’s intent, it is time to see up close how Virtual Agents interpret and use it in service. Get in touch with us and get to know OMNIA, our complete solution for the development, deployment, training, management and monitoring of Omnichannel Virtual Agents.

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How PhoneMyBot adds value to your chatbot

How PhoneMyBot adds value to your chatbot

How PhoneMyBot adds value to your chatbot

April 12, 2021

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, as chatbots are becoming an integral part of it and gain more and more space in companies that seek to optimize resources and leverage AI to increase their performance.

But don’t think that technological evolution is over. In addition to text inputs, voice bots promise an even better and more productive experience. In this post, we will elaborate a little more about how this works.

First, we will explore the chatbots development journey, detailing how chatbots are being adopted at an explosive pace. Next, we will introduce PhoneMyBot, Interactive Media’s intelligent voice enablement solution for chatbots. Finally, you will learn about the differentials and advantages of the technology that is revolutionizing corporate service.

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The chatbots journey: how they conquer the market

The digitalization of businesses has had, and continues to have, profound impacts on their operation processes. Tasks that, just a few years ago, demanded printing dozens of reports and many hours of analysis are now carried out in a few minutes – thanks to the support of innovative technologies, such as Artificial Intelligence (AI) and Machine Learning (ML).

Chatbots are another great example of a tool that is gaining acceptance and scale during this Digital Transformation. The focus of chatbots as a solution is very specific, as well as important: automating and optimizing service tasks, enabling a leaner and more efficient operation, while providing an excellent experience to customers using them. The proliferation of chatbots is not only due to their usefulness for businesses: they have become much more proficient in conversing with the users in a natural way, understanding the users’ requests and providing useful services to the public.

A Salesforce study, published in 2018, found that 53% of corporations expected to deploy chatbots within 18 months. And in fact, usage of chatbots is skyrocketing. It is estimated that 1.4 Billion people are using chatbots on a regular basis now, and by the end of 2021, 85% of chat-based user interactions will be handled without the intervention of a human agent. The investment in new chatbots in 2021 will be $5B.

PhoneMyBot: what is the technology and how it works

Currently most chatbots only understand text and cannot be used with voice.

PhoneMyBot provides an instant enhancement to the new generation of corporate chatbots. The solution is hosted in the cloud and efficiently expands the reach of chatbot to include voice channels. This includes the telephone channel which, according to surveys, is still the most used channel for consumers who need to solve problems, but it also encompasses channels – such as WhatsApp, that can send recorded voice as messages.

Livio Pugliese, CEO for North America at Interactive Media, points out that the solution integrates different services: it receives calls from the telephone network, transcribes speech into text, sends the text to the chatbot, receives the response from the system and transforms it into speech, transmitting it to the user. The process sounds natural: the whole flow – from voice to text and from text to voice, with the support of Artificial Intelligence – feels like a common conversation over the phone, for the comfort and good customer experience of those on the other end of the line.

 “PhoneMyBot can be used by companies that have already implemented a chatbot or by software vendors that offer chatbot platforms to their customers”, adds the executive. Most organizations that have a chatbot in operation continue to receive voice calls and answer them with human agents. Most of these calls would be manageable with the existing self-service operation as delivered by the chatbot: not doing so burdens the process and hinders the speed of service.

Interactive Media’s solution is therefore the best alternative for these organization to expand their self-service capabilities to the voice channel, while ensuring customer satisfaction. “PhoneMyBot derives from a unique combination of skills: we are experts in conversational AI but we also have a strong background in telephony and in speech technologies,” says Pugliese.

PhoneMyBot advantages

PhoneMyBot can greatly contribute to resource optimization – whether physical, financial or human. In the financial sector, for example, it is estimated that the deployment of chatbots and voicebots will generate savings of US $ 7.3 billion by 2023, channeling investments to other equally strategic areas of the companies.

In addition to the high potential for return – in the short, medium and long term – one of the biggest differentiations of the Interactive Media solution concerns usability: from the technological infrastructure to the management and monitoring portal to the commercial functions, everything works in order to provide a smooth integration with the existing applications and operation of the system. Text and voice complement each other to generate an incredible experience from end to end.

“Technically, the API to connect to the chatbot is very simple and easy to integrate. Commercially, Interactive Media offers a free trial version and a pay-as-you-go model, so businesses can start small and grow organically, as they see the value in the service. In technology and cost-benefit, there is no similar offer available on the market today “, reinforces the CEO for North America.

Conclusion

In the highly volatile technology sector, change is the only certainty – and chatbots are an engine of change. With the popularization of machine learning and Artificial Intelligence, robots are gaining ever more space in the corporate world; now bots have also gained a voice.

The use of conversation AI for customer service has democratized the advantages of technology: while companies accelerate their processes and reduces operating costs, customers are gaining excellent contact experiences. The old IVRs (Interactive Voice Response), which required user to listen to a long menu of options, have finally become obsolete.

“Based on the Interactive Media’s experience, virtual agents are able to solve up to 80% of the problems, which ends up releasing human agents from a considerable number of telephone contacts, and especially the most repetitive, dull ones” explains Pugliese. “For the remaining 20%, those responsible receive information that allows for a shorter, more empathic calls, in line with customer expectations. The net result: everyone wins. And with PhoneMyBot, companies can use the chatbot they have already deployed to provide a phone-enabled virtual agent service” concludes the CEO. The initiative could not be better suited to a world that values ​​the disruptive and demands competitiveness – without neglecting the experience.

Was the content useful and helped you to rethink the service strategy – by text and voice – of your business? Excellent! Remember that it is essential to have modern, reliable, and efficient tools. Get in touch with us and find out how Interactive Media and PhoneMyBot can help you face new market challenges.

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OMNIA – the Interactive Media platform for Conversational AI Virtual Agents

OMNIA – the Interactive Media platform for Conversational AI Virtual Agents

OMNIA – the Interactive Media platform for Conversational AI Virtual Agents

March 12, 2021

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 a platform that excelled in flexibility and reliability towards the edge of the telephone network. Later, as our software was adopted more and more by carriers (especially Telecom Italia), it migrated to the core of the network, delivering services from a more central architectural location. For this, our platform gained robustness, high availability, and advanced integrations towards core network nodes. We also added the most recent version of protocols to control media and call control functions in other nodes – VXML and CCXML. As a package, this software has become one of the most advanced carrier-grade Media Servers available.

Meanwhile, the world of telecommunications and contact centers was evolving, looking for better customer experience. We were among the first to provide conversational Virtual Agents using natural language processing to allow our customers to have a natural conversation with their customers, substituting the old tone-based interactions with an open voice dialog. Our first Virtual Agents were operational 10 years ago and since then we have constantly enhanced and updated our offer. The result today is a platform to create Conversational AI Virtual Agents quickly and reliably, defining their workflow and semantic domain, training them for the task at hand, deploying and continuously enhancing them – on all channels. We call this platform MIND, which stands for Multimodal Interactions through Natural Dialog.

The combination of both technologies provides all that is needed for successful omnichannel AI Virtual Agent implementations allowing consumers to interact with companies conversationally, in any language and on any channel. This is why we call the whole platform OMNIA – Latin for “all things”, but also because it provides Omnichannel Artificial Intelligence.

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OMNIA architecture

OMNIA plays in the customer experience / contact center arena. Clearly, it is only a component of the whole solution that companies use to ensure the best experience to their customers and it has to play nice with many other systems: contact center suites, IVRs, CRMs, corporate directories and authentication systems. Integrations are thus an essential part of OMNIA and we have worked hard to ensure that they are easy to implement.

For starter, OMNIA comes pre-integrated with several of the most common contact centers technologies in the market: as we encountered contact center software suites from different vendors being used by our customers, we integrated with them and optimized the integration in OMNIA. It also supports the protocols to connect with IVR systems and with several CRM platforms.

Interactive Media decided long ago that it did not make sense to implement speech services or our own. Text-to-speech and speech-to-text (TTS and STT) used by OMNIA for its Virtual Agents are becoming completely commoditized, with quality rising rapidly and more and more offers on the market. So, OMNIA integrates with several of the main players, with the ability to use different services for multiple use cases. In this way, it is possible to understand the answer to an open question to the customer (eg How can I help you?) and a more specific answer (such as telephone number), because of the ability to switch to the most appropriate service task during a call. Consequently, we have a higher percentage of speech recognition and less need for referrals to human agents, resulting in an impressive ROI in operation.

In addition to the Media Server and MIND, OMNIA comes with several useful tools and modules. These are shown in the figure below as part of the overall architecture, together with the main integrations with Channels, Speech services and Contact Centers. New integrations are being added all the time.

The Media Server is OMNIA’s front-end service. It streams all media content and implements all the integrations to manage the services of third-party modules. It is also a web server and provides dynamic HTTP pages for multimodal interactions.

MIND acts as an application server to the Media Server, controlling both the call setup and the media that is played in the calls. The MIND environment is where the Virtual Agents live: the MIND AI engine evaluates the utterances from the caller (that have been transcribed into text) and decides what the Virtual Agents says next, identifies intents and provides the self-service answers.

Developers use the MIND Studio and MIND Skill modules to create and train Virtual Agents. The MIND Studio is a web GUI to create the Virtual Agents flow and manage all aspects of their deployment. The MIND Skill focuses on the Virtual Agents domain knowledge: the semantic elements that allow the AI engine to understand the users’ utterances.

OMNIA also provides a Business Intelligence module, which allows non-technical personnel to monitor the Virtual Agents KPIs and change some aspects of its service – for instance if a product has been discontinued and the Virtual Agent should change the way it talks about it. Finally, the OMNIA OAM module is for administrators to monitor and control low-level aspects of the services, receive and react to alarms and reconfigure the service if needed.

OMNIA projects: reliability, performance and high intents recognition

At Interactive Media, we have a long experience in using OMNIA (and its predecessors) to build the conversational experience that our customers want for their customers. Many factors come into play: the customer’s organization, the service they provide, the number of intents that have to be recognized, the figure of the customers calling in, and the lingo that the company uses.

We have become experts in analyzing all these factors and building the correct structures for a quick and effective implementation and we have codified the project strategy in a master plan, that we use over and over. It is not an automatic pilot for reaching perfect Virtual Agents, but it makes for a fast and predictable deployment – in a matter of weeks instead of months, and with well-defined milestones and activities.

We realize that we are not the only company offering a platform and services to implement, deploy and run Conversational AI Virtual Agents. In fact, the field is rather crowded: in the past few years many have joined us. But we believe that OMNIA gives us an advantage, in terms of ease of use, reliability, performance in recognizing the callers’ intent and in scaling up to millions of calls successfully served per month.

We can’t wait to train OMNIA to provide a delightful experience to your customers too: give us a call! 

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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...

read more

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