Pink Field offers the open structure for knowledge seize. Uniphore then feeds that knowledge into U-Seize, its conversational AI automation instrument.
In February 2023, conversational analytics firm Uniphore acquired voice recording agency Pink Field. At this time, 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 accessible starting on Tuesday in North America, Europe, the Center East, Australia, New Zealand and the Asia Pacific area.
U-Seize can be delivered as a part of Uniphore’s current X platform and offers AI-ready knowledge in actual time for automation and evaluation of conversations. U-Seize is outstanding as a result of it’s a sensible use for an AI assistant mixed with current knowledge recording instruments, however safety continues 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 drawback Uniphore wished to unravel via the Pink Field acquisition was that loads of name heart knowledge was unstructured. It was multimodal: some is likely to be video, some is likely to be audio, some is likely to be textual content.
U-Seize collects knowledge from name heart conversations or different enterprise audio or video data equivalent to conferences. Then, U-Seize applies automation and linked purposes to know and reformat the content material to offer teaching, evaluation or tailor-made responses (Determine A).
Determine A
The instrument additionally applies so-called emotion AI, which might learn sentiment and tailor its recommendations and training to that sentiment. For instance, the AI system may let an irate buyer skip via a welcome message on a cellphone tree to get them to a human agent sooner, after which coach that agent on methods to reply.
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“We re-engineered the Pink Field functionality on our platform, which is now referred to as and offered as U-Seize,” stated Umesh Sachdev, chief government officer of Uniphore, in an interview with TechRepublic. “As opposed to a knowledge firm that simply purchased an AI platform, we’re an AI firm that via an acquisition, obtained ourselves a knowledge platform,” stated Sachdev.
A part of Pink Field’s enchantment: Open structure
Some firms that offered 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 wished to open up the methods wherein that knowledge may very well be used, whereas nonetheless conserving the info safe.
“Pink Field was the third largest participant within the phase of name heart, audio streaming, recording and seize, and Pink Field was the one participant within the phase globally, which on its web site marketed that it’s an open structure,” stated Sachdev. “So it was the very ethos that we had 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 obtained entry to a number of the world’s most open format knowledge on recording, seize and streaming within the name heart. We obtained entry to a terrific management workforce, and the expertise that they’d constructed,” Sachdev stated.
Different new options coming to the X platform immediately embrace 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 equivalent 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, conserving the info contained in the enterprise is each safer and extra sensible than feeding it out to a generative AI that trains on all the web. However there are advantages to conserving a number of the knowledge open, Umesh stated.
“Our clients contractually permit us to study and enhance our fashions from the info that’s flowing via 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 may well by no means hint it again to a person buyer or their document … it’s a couple of collection of tendencies or patterns.”
Uniphore builds knowledge redaction into its monitoring software program, that means that private knowledge equivalent to bank card numbers are obscured.
Information popping out of consumers’ name facilities is open in that it strikes via an API framework. Each Uniphore and the shopper 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 via Uniphore or a third-party AI vendor.
“Firms are taking a look at an increasing number of purposes of generative AI, and we’re going to see an explosion of the variety of purposes throughout the enterprise in several departments via 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.”
