Uniphore is a global Conversational AI technology company with offices in the U.S., India and Singapore. Uniphore believes the future of customer service is every voice being truly heard. The Company’s vision is to bridge the gap between people and machines through voice. Uniphore enables businesses globally to deliver transformational customer service by providing a platform of Conversational Analytics, Conversational Assistant, and Conversational Security that changes the way enterprises engage their consumers, build loyalty and realize efficiencies.

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Sr. Director - Partnerships

**Use Case**

Stanley Wilson, a customer is calling in for the fourth time to AE Insurance for his medical claim but has not received it yet from the company. To resolve the Customer’s complaint, Agent seeks details from the Customer like Claim id, etc.  

In a situation without Real Intent and RPA, the Agent would open a browser during the call, log onto a CRM application, manually enter the customer details and search for the history of the customer – which results in additional time, manual effort and Agent not engaging with the customer.

But with auMina Real Intent integrated with RPA, Real Intent captures the Intent automatically in real time, the Claim ID, and sends it to RPA which will then automatically fetch the Call history details from the CRM (in this case, Salesforce) for that specific customer and publishes it back to Real Intent. Agent sees the Call history right in front of him on desktop which he can quickly refer to it and inform the Customer regarding the next steps.

After the Call is complete, call summary is generated automatically by auMina Real Intent, RPA appends the Call history in the CRM with the latest call summary, changes the disposition of the case making the Status to Escalated and High Priority. The Case category gets updated with the “Grievance” category. 

The After-Call Work of the Agent is completed automatically without any manual intervention, with complete accuracy and in a few seconds wherein the Call summary and Call Disposition are automatically generated and updated in the CRM application through auMina Real Intent and RPA.

auMina™ Real Intent™ Integrated with Robotic Process Automation (UiPath)

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The U-Assist Aftercall (fka auMina Real Intent) leverages artificial intelligence (AI) and natural language processing (NLP) to reduce the time spent on agent after-call work to less than a minute with improved accuracy. U-Assist Aftercall allows businesses to obtain granular call insights and report summaries.

  

In this competitive market, understanding customers’ real needs and improving customer experiences is critical and leads to better customer brand loyalty. The U-Assist Aftercall helps you understand your customers better, automates after-call work, reduces average call handle time, and increases overall efficiencies. With U-Assist Aftercall, you can now augment agent capabilities by letting machines do the heavy lifting so humans can focus on what they do best—empathize with customers.

Drive real-time automation of repetitive agent tasks including after-call work summarization and call disposition.