Inference Solutions - IVR or Web Service Solution – New Version
Company: Inference Solutions
Company Description: Inference Solutions is a global provider of Intelligent Virtual Agents that enables businesses to leverage the latest Conversational AI technology with unmatched flexibility and choice. Organizations of all sizes use Inference’s code-free platform to rapidly design and deploy advanced self-service applications over voice, chat and text−from touch-tone interactions to natural language dialogs.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: IVR or Web Service Solution – New Version
Nomination Title: Inference Solutions
Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the features, functions, benefits, and results to date of the nominated new or new-version product or service, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words
Inference Solutions is a global provider of Intelligent Virtual Agents that enables businesses to leverage the latest Conversational AI technology with unmatched flexibility and choice.From SMB to the Fortune 500, organizations of all sizes use Inference’s code-free platform to rapidly design and deploy advanced self-service applications over voice, chat and text−from simple touch-tone interactions to leading-edge Natural Language dialogs.
Since winning a gold Stevie in this category in 2019, Inference has continued to deliver on our commitment to continuous innovation by releasing many new enhancements to the Studio platform. Studio is the web based visual tool businesses use to build conversational experiences. https: //www.inferencesolutions.com/design-with-studio-detail
Our latest version, Studio 6.3, includes the following:
WhatsApp Integration
Businesses can now create WhatsApp messaging applications and configure virtual agents to respond to their customers via the WhatsApp messaging interface. Bringing text-based natural language capabilities to the WhatsApp messaging platform enables swift and direct resolution to even the most complex customer queries. In cases where further education and/or interaction is required, businesses can both send and receive rich media, including images, PDF attachments and even video files.
With over a billion users across 180 countries, WhatsApp’s ubiquity makes it an ideal messaging platform for reaching customers across the globe, particularly in countries where mobile devices are the preferred (and, in some cases, the only) means of connecting to the internet. Using Studio to build and deploy intelligent virtual agents on WhatsApp enables businesses to connect seamlessly with customers to provide support, facilitate educational campaigns and even convert sales directly on the platform. https: //www.whatsapp.com/about/
Conversational AI for Cisco’s On-Premise Platforms
In September 2019, Inference launched new solutions that extend the self-service capabilities of Cisco Unified Communications Manager (UCM), Unified Contact Center Enterprise and Unified Contact Center Express (UCCE/X). Enterprises using these on-premise solutions can now easily upgrade their existing IVRs with cloud-based virtual agents powered by conversational AI.
With Inference, IT organizations do not need to "rip and replace" their existing Cisco platforms to move their IVRs to the cloud. They can continue using UCM and UCCE/X while deploying cloud-based virtual agents managed by Inference, enjoying the benefits of an advanced self-service solution without installing the software, hardware or equipment required to run it. When organizations are ready to move their on-premise Cisco users to a cloud-based solution, their virtual agents will easily make that transition.
Additional Enhancements
-Advanced queue callback: Callers can now speak to a virtual agent, request a callback and record a message that will be relayed to the live agent along with the call. The virtual agent can also perform functions such as a CRM lookup (based on the caller’s phone number) to retrieve and pass useful customer data to the live agent, including the caller’s name, location, loyalty status and special preferences. This information prepares the live agent for a more efficient and personalized callback, reducing handle time and improving the likelihood that the customer's problem will be resolved quickly.
-Key natural language processing (NLP) enhancements with deeper support for Google Dialogflow, including phrase hints, as part of Studio’s Open Form node. Inference has increased the maximum number of phrase hints that can be passed from 500 to 5,000 and has included support for Dialogflow’s auto speech adaptation feature, which improves the speech recognition accuracy of virtual agents. https: //cloud.google.com/dialogflow/docs/speech-adaptation
-A new Cloud Speech-to-Text node employs an enhanced phone model when using US English as the recognition language. This model improves transcription accuracy over the default models by up to 40 percent.
-New natural language tasks that use pre-built Dialogflow agents to automate appointment scheduling with Google calendar and display locations using Google maps.
Through our partners, we were able to bring virtual agents to hundreds of enterprise customers, increasing our global monthly call volumes by more than 65 percent in 2019.