{"id":70188,"date":"2020-04-15T16:50:40","date_gmt":"2020-04-15T08:50:40","guid":{"rendered":"http:\/\/www.namnewsnetwork.org\/?p=70188"},"modified":"2020-04-15T16:50:43","modified_gmt":"2020-04-15T08:50:43","slug":"uniphore-ensures-its-ai-voice-tech-rise-to-challenges-amid-the-lockdowns","status":"publish","type":"post","link":"http:\/\/namnewsnetwork.org\/?p=70188","title":{"rendered":"Uniphore ensures its AI voice tech rise to challenges amid the lockdowns"},"content":{"rendered":"\n
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Co-Founder and President of Uniphore APAC, Ravi Saraogi<\/figcaption><\/figure><\/div>\n\n\n\n

KUALA LUMPUR, April 15 (NNN-BERNAMA) — The unprecedented number of calls to call centres in this period of partial or full lockdowns worldwide have raised several challenges and for companies providing support systems to these centres, the last few weeks certainly have been the moments to rise to.<\/p>\n\n\n\n

For Uniphore, which provides conversational service\nautomation platform including real time analysis of voice data for quality\nmonitoring purposes for call centres and large enterprises, its priority now is\nin supporting its clients so that they are able to attend to their customers\u2019\ncalls with maximum capacity and quality, said Ravi Saraogi, Co-Founder and President of Uniphore APAC;<\/p>\n\n\n\n

In an interview with\nBernama over Zoom recently, Ravi outlined some of the challenges call\ncentres are facing with the increased demand for their services while their customer\nservice agents are also working from home.<\/p>\n\n\n\n

While current technologies support working from home, not\n100 percent of the call centre agents will be able to work from home as some of\nthem will not have the technology support and some of them will not have enough\nbandwidth or internet connection in their residences.<\/p>\n\n\n\n

This leaves only 50 to 60 percent of call centres workforce\nactive and in this scenario, customers calling in might have a longer period of\nwaiting than the usual time, before their turn comes up, he said. <\/p>\n\n\n\n

With the lockdown, people are also not able to go out and do\ntheir banking, insurance and other transactions and hence the higher number of\ncalls to call centres and compounded with the already reduced workforce, the\ncustomer experience is bound to be affected, Ravi said.<\/p>\n\n\n\n

This is where Uniphore has been playing its part by\ndeploying its integrated suite of conversational service automation platform\nfor all its clients to help reduce their work load while ensuring the quality\nof voice services at the same time, said Ravi.<\/p>\n\n\n\n

Uniphore\u2019s artificial intelligence (AI)-backed auMina or\naudio-mining analytics software, besides facilitating automated conversations,\nalso provides real time speech analytics for each called received, he said.<\/p>\n\n\n\n

This helps call centres, as well as telcos and travel\ncompanies in the monitoring of the quality of service for per call, even when\nthe service is being provided from home, Ravi said. <\/p>\n\n\n\n

With the voice biometrics that come with the product, there\nis also no issue of anyone else in the home answering the calls, he said. <\/p>\n\n\n\n

Also in the suite of Uniphore\u2019s conversational service\nautomated platform is akeira, a virtual agent that reduces workload in call\ncentres as it handles customers\u2019 request and helps with tasks such as\nperforming a transaction. <\/p>\n\n\n\n

Instead of pressing phone keys to get a specific service,\ncustomers will be able to perform a transaction directly through voice\ncommands, said Ravi.<\/p>\n\n\n\n

This is already happening in several countries and in\nMalaysia several pilot projects are already underway, he said. <\/p>\n","protected":false},"excerpt":{"rendered":"

KUALA LUMPUR, April 15 (NNN-BERNAMA) — The unprecedented number of calls to call centres in this period of partial or full lockdowns worldwide have raised several challenges and for companies providing support systems to these centres, the last few weeks certainly have been the moments to rise to. For Uniphore, which provides conversational service automation […]<\/p>\n","protected":false},"author":19,"featured_media":70197,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[288,300,318],"tags":[],"_links":{"self":[{"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=\/wp\/v2\/posts\/70188"}],"collection":[{"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=\/wp\/v2\/users\/19"}],"replies":[{"embeddable":true,"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=70188"}],"version-history":[{"count":0,"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=\/wp\/v2\/posts\/70188\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=\/wp\/v2\/media\/70197"}],"wp:attachment":[{"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=70188"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=70188"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/namnewsnetwork.org\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=70188"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}