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Conversational AI Firm Uniphore Leverages Pink Field Acquisition for New Knowledge Assortment Instrument

Conversational AI Firm Uniphore Leverages Pink Field Acquisition for New Knowledge Assortment Instrument

Pink Field offers the open structure for knowledge seize. Uniphore then feeds that knowledge into U-Seize, its conversational AI automation instrument.

3D illustration of conversation bubbles and a chat bot merging together.
Picture: VectorMine/Adobe Inventory

In February 2023, conversational AI firm Uniphore acquired voice recording agency Pink Field. Right this moment, the results of that partnership has emerged: U-Seize, which is an AI-powered metadata answer for knowledge collected throughout the enterprise. U-Seize is out there starting on Tuesday in North America, Europe, the Center East, Australia, New Zealand and the Asia Pacific area.

U-Seize might be delivered as a part of Uniphore’s present X platform and offers AI-ready knowledge in actual time for automation and evaluation of conversations. U-Seize is exceptional as a result of it’s a sensible use for an AI assistant mixed with present knowledge recording instruments, however safety remains to be a priority for Uniphore, which payments its platform as AI-native. Uniphore gained loads of buzz in 2022 for a $400 million funding spherical and assist from Cisco CEO John Chambers.

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U-Seize builds on Pink Field knowledge recording capabilities

One downside Uniphore needed to unravel by means of the Pink Field acquisition was that loads of name heart knowledge was unstructured. It was multimodal: some could be video, some could be audio, some could be textual content.

U-Seize collects knowledge from name heart conversations or different enterprise audio or video data corresponding to conferences. Then, U-Seize applies automation and related purposes to grasp and reformat the content material to supply teaching, evaluation or tailor-made responses (Determine A).

Determine A

Screenshot of conversational AI analytics dashboard in U-Capture.
Conversational AI analytics dashboard in U-Seize. Picture: Uniphore

The instrument additionally applies so-called emotion AI, which might learn sentiment and tailor its strategies and training to that sentiment. For instance, the AI system may let an irate buyer skip by means of a welcome message on a telephone tree to get them to a human agent sooner, after which coach that agent on tips on how to reply.

SEE: AI can improve, not essentially exchange, jobs, Microsoft says. (TechRepublic)

“We re-engineered the Pink Field functionality on our platform, which is now known as and bought as U-Seize,” stated Umesh Sachdev, chief government officer of Uniphore, in an interview with TechRepublic.

“As opposed to an information firm that simply purchased an AI platform, we’re an AI firm that by means of an acquisition, acquired ourselves a knowledge platform,” stated Sachdev.

A part of Pink Field’s enchantment: Open structure

Some firms that bought contact heart software program aren’t allowed by their distributors to take their very own audio from the decision heart and use it for analytics; Uniphore needed to open up the methods through which that knowledge might be used, whereas nonetheless retaining the info safe.

“Pink Field was the third largest participant within the section of name heart, audio streaming, recording and seize, and Pink Field was the one participant within the section globally, which on its web site marketed that it’s an open structure,” stated Sachdev. “So it was the very ethos that we have been searching for to take management of our personal future. We don’t must be reliant on a third-party knowledge supplier to present us the info.

“With Pink Field, we’ve acquired entry to among the world’s most open format knowledge on recording, seize and streaming within the name heart. We acquired entry to a terrific management group, and the expertise that that they had constructed,” Sachdev stated.

Different new options coming to the X platform at the moment embody pure language technology for summarizing chats and intent coaching for enterprise evaluation.

How Uniphore addresses safety and knowledge sharing considerations

Umesh famous {that a} public AI corresponding to ChatGPT isn’t notably helpful for a extremely regulated firm in finance or telecommunications; a few of Uniphore’s largest clients are in these fields. So, retaining the info contained in the enterprise is each safer and extra sensible than feeding it out to a generative AI that trains on the whole web. However there are advantages to retaining among the knowledge open, Umesh stated.

“Our clients contractually enable us to be taught and enhance our fashions from the info that’s flowing by means of our system, so long as it’s anonymized and aggregated in any respect factors,” Sachdev stated. “At no level does the AI mannequin know the supply of this knowledge. It could possibly by no means hint it again to a person buyer or their file … it’s a couple of collection of developments or patterns.”

Uniphore builds knowledge redaction into its monitoring software program, which means that non-public knowledge corresponding to bank card numbers are obscured.

Knowledge popping out of consumers’ name facilities is open in that it strikes by means of an API framework. Each Uniphore and the client firm are free to make use of that knowledge for no matter analytics they could want to run on it, whether or not that be by means of Uniphore or a third-party AI vendor.

“Firms are taking a look at increasingly purposes of generative AI, and we’re going to see an explosion of the variety of purposes throughout the enterprise in several departments by means of generative AI,” stated Umesh. “Which implies these firms want a knowledge layer which is open, which is quick and seamless [and] which is safe and dependable.”

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