The goal of any good customer support program should be to minimize the time needed by live agents – while maintaining a high-quality customer experience – and assisting said agents with automated technology when humans are required to support a relationship.
This is where AI represents a huge step forward for customer interactions.
Customer experience (CX) automation solutions provider Humach recently announced the launch of mAI Pilot, the company’s AI platform designed to improve CX through digital agents and digital assist technology for live human agents, in tow.
This conversational intelligence platform is based on natural language understanding (NLU) of rapidly deployed large language models (LLMs) customized for each enterprise. These custom language models (CLMs) were specifically designed to ensure that responses to customer questions are highly tuned for relevance; based on that customer’s account, recent activity and information specific to the enterprise's domain expertise.
The solution’s Digital Agent feature is a fully automated, conversational agent that can support text (i.e. chat and SMS) and voice channels. The Digital Agent understands and responds to customer questions and requests such as, “open an account” or “where is my order?”, and a number of other scenarios "where knowledge can be derived from the corpus of enterprise information contained in the CLM," said the company.
The Digital Assist element was designed to help a human agent if a call is escalated from the Digital Agent. Here, the handoff is made with account validation, a transcript of the call to date, the customer’s account details, etc., and then the Digital Assistant surfaces suggested information via AI-generated prompts to the human agent during the customer service interaction and also provides real-time sentiment analysis to the live agent.
The solution also features an Interaction Analyzer component, which was designed to provide post-call transcription, sentiment analysis, auto entity detection and transcript summarization.
“Humach’s ability to deliver an AI solution-in-a-box for call centers sets us apart from generic solutions prevalent today that usually stop at call transcription and analysis,” said Tim Houlne, CEO of Humach. “Broad generative AI applications that are trained on wide swaths of the internet lack the domain-specific expertise of a single enterprise or the account-specific nuance necessary to address customer inquiries.”
Edited by
Alex Passett
