Announcing Worldwide Availability of Inference Studio 6.1

Natural Language Understanding and Conversational AI are driving the next wave of call center innovation. At Inference, we’re committed to delivering the tools necessary to take full advantage of these emerging technologies. That’s why we released support for Google DialogFlowI in Studio 6.0 just a few short weeks ago, and it’s why we’re excited to unveil Studio 6.1,  which brings to market powerful new features and functionality to help businesses harness the impressive power of Google’s Conversational AI solutions.

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Callan SchebellaComment
Chatbots vs Virtual Agents

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.

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Richard Dumas
What is Interactive Voice Response (IVR)?

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).

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Richard Dumas
What is Conversational AI?

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).

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Richard Dumas
What's an Intelligent Virtual Agent

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.

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Richard Dumas
Self-Service with a Human Touch: Announcing Inference Studio 6.0 with Conversational Speech Recognition and Natural Language Processing

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. 

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Callan Schebellanlp
PCI payments with virtual agents

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.

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webinarRoger Venning
Virtual agent solutions for service providers

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.

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Agent assisted payments with Inference Card Payments for service providers

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.

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Roger Venning