U-Assist
Empowering customer service agents with real-time AI guidance and automation.
Executive Summary
U-Assist by Uniphore is a comprehensive real-time agent assistance solution designed to significantly enhance customer service operations. It leverages advanced AI to provide in-call guidance, intelligent recommendations, and robust workflow automation, effectively eliminating guesswork from call flows and boosting overall agent performance. The solution is offered in distinct packages, such as U-Assist In-Call (including Bolt and Max versions) for live assistance and U-Assist Aftercall for efficient post-call processing. Key capabilities of U-Assist include real-time transcription, sophisticated customer intent and emotion detection, and step-by-step guidance delivered directly to agents during live calls. It automates repetitive tasks like post-call disposition and utilizes Robotic Process Automation (RPA) for critical assurance processes. U-Assist is engineered for seamless integration with existing CRM, telephony, and HRIS systems through open APIs, ensuring broad data availability and operational flexibility. The platform also features a dedicated Manager Application equipped with intuitive dashboards for performance oversight and analytics. Built with a sovereign and composable architecture, U-Assist supports flexible deployments across on-premise, cloud, and multi-cloud environments. It adheres to stringent data privacy regulations, including GDPR, HIPAA, and SOC 2, providing enterprises with a secure, scalable, and highly effective conversational automation solution.
Use Cases
- Providing live, step-by-step guidance to contact center agents during customer interactions.
- Automating post-call wrap-up tasks and disposition to reduce agent workload and improve efficiency.
- Detecting customer intent and emotion in real-time to help agents tailor responses and improve empathy.
- Leveraging RPA for assurance processes and compliance during customer calls.
- Improving overall agent performance and customer experience through AI-powered recommendations and alerts.
Features
Visibility
- Manager Application Dashboards: Provides managers with dashboards for navigation and oversight of agent performance and call metrics.
Intelligence
- Real-time In-Call Guidance: Offers live step-by-step guidance, alerts, and actions to agents during customer calls.
- Customer Intent & Emotion Detection: Analyzes customer speech in real-time to detect intent and emotional state, helping agents respond appropriately.
- AI-powered Recommendations: Provides intelligent recommendations to agents to improve call resolution and customer satisfaction.
Support
- Post-Call Disposition Automation: Automates the process of summarizing and categorizing calls after they conclude, reducing agent wrap-up time.
- U-Assist Assurance with RPA: Leverages RPA technology to register and manage assurance processes, enhancing compliance and efficiency.
Technical Specifications
- Architecture
- Sovereign, composable architecture supporting on-premise, cloud, and multi-cloud deployments, designed to work with any model, application, agent, or data source.
- Deployment
- Hybrid
- API Available
- Yes
AI/ML Stack
- Natural Language Processing (NLP)
- Robotic Process Automation (RPA)
Integrations
- Genesys AppFoundry
- CRM systems
- Telephony systems
- HRIS systems
Security & Compliance
Certifications: ISO 27001:2013, SOC 2 Type II, Payment Card Industry Data Security Standard v.3.2.1
Encryption: Data protection is ensured through granular access controls and a no-copy deployment model, preventing data from leaving customer control.
Pricing
- Starting Price
- Contact sales
- Target Customer
- Enterprise
- Free Trial
- No
About Uniphore
Uniphore is a Business AI company that develops artificial intelligence platforms for enterprise use, specializing in conversational AI and multimodal data processing. Its flagship 'Business AI Cloud' is a full-stack platform that integrates data, knowledge, models, and software agents to enhance sales, marketing, and customer service operations. The company provides secure, composable AI solutions for real-time analysis of customer conversations, agent performance coaching, and generative AI-driven insights.