Chatbots typically have a text-based interface and can be either inbound or outbound. Chatbots can be utilized on a company’s website, on SMS or messaging platforms like Facebook and What’s App, or in mobile apps. Intelligent Virtual Agents are software programs that can emulate human customer service or sales personnel, often based on AI platforms. Virtual Agents use either a speech (spoken) or chat (written) interface to “talk” to customers.Read More
An IVR is an automated telephony-based computer system that gathers information about callers, provides self-service and/or routes calls to the right live agent. Traditionally IVRs have interacted with the callers through touch tone interfaces- (aka Dual Tone Multi-Frequency or DTMF).Read More
Conversational AI systems are computers or programs that interact with people through a natural language conversation, just as you would have with a live person. Conversational AI draws from a group of technologies, that include Speech Recognition, Text-To-Speech, Voice Biometrics, Natural Language Processing (NLP) and Machine Learning (ML).Read More
Intelligent Virtual Agents are self-service applications that service providers license and re-sell to their customers. Virtual Agents offer capabilities that are similar to human service and support agents -- they just never rest or take a vacation -- and they’re substantially cheaper.Read More
Modern integration platforms as a service (IPaaS) don’t offer a voice channel. Inference no-code platform is an ideal way to handle voice channel automation and readily connects with IPaaS such as Zapier.Read More
Today, Inference is happy to announce the latest release of our Intelligent Virtual Agent platform, Inference Studio 6.0. With Studio 6.0 we are now able to bring to the voice channel, the type of natural language conversational experience that consumers have come to expect in the era of Google Home, Alexa or Siri. These experiences are now possible for business at any scale.Read More
Taking payments from customers over the phone is often risky and always time consuming. Callers frequently find it off-putting as well, as they are unsure of the risk of subsequent fraud and the pain associated with charge backs and card cancellation.Read More
As enterprises migrate from mature and highly integrated premise based solutions, service providers are challenged to provide comparable capability. Enterprises then want to realize more value through better call steering, full self-service automation of transactions, or more significant agent assistance. Finally, with customer expectations around artificial intelligence and modern natural language interfaces, the bar is even higher.Read More
Advances in computer processing power and deep learning have meant that systems that can transcribe voice in a speaker independent, and parse text in to extract intent and content are now practical. This technology can be used to revolutionize the much maligned IVR and create intelligent virtual agents that allow enterprises to build better conversations with customers.Read More
Many contact centres and branch front of house environments need to handle card payments from callers. Most worry about compliance risks and are seeking ways to become compliant. That worry is now something that their telecommunication service provider can assist with.
Becoming PCI-DSS compliant in the contact centre or branch front of house environment requires a complex set of controls that must be maintained through vigilance and ongoing staff training.
The alternative is to descope the contact centre and branch environments from the controls by avoiding the agents and representatives ever being aware of secure card holder data. This is where the telecommunications service provider can help.Read More