Humach Launches mAI Pilot, a Real-Time Conversational Intelligence Platform to Improve Customer Experience in Call Centers
June 25 2024 - 9:12AM
Business Wire
Rapidly Deployed Custom Language Models Based
on Customers’ Proprietary Data
Combination of GenAI Digital and Live Agents
Enhance Customer Experience
Guaranteed to Meet Target Business Performance
Metrics
Customer Experience Automation Leader Humach today announced the
launch of mAI Pilot, an artificial intelligence platform designed
to improve the customer experience through digital agents and
digital assist technology for live agents.
This conversational intelligence platform is based on natural
language understanding of rapidly deployed large language models
(LLMs) customized for each enterprise. These Custom Language Models
(CLMs) 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,
whether that be in eCommerce, travel and hospitality, healthcare,
financial services or another field.
“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.”
mAI Pilot Features
- Digital Agent: The digital agent is a fully automated,
conversational agent that can support text (chat and SMS) and voice
channels. This digital agent understands and responds to customer
questions and requests like, “open an account” or “where is my
order?”, and any number of scenarios where knowledge can be derived
from the corpus of enterprise information contained in the CLM.
- Digital Assist: Digital Assist helps 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.
- Interaction Analyzer: Provides post-call transcription,
sentiment analysis, auto entity detection, and transcript
summarization. Additionally, Humach provides full data analytics
and dashboarding that includes agent summary and analysis and call
trend analysis.
- Security compliance with HIPPA, GDPR, PCI, SOC, and
HITRUST.
Examples of mAI Pilot Conversational Intelligence
capabilities:
- Order delivery status, including showing photographs of where
a package was dropped off.
- Changes to account, including email address, phone, tier
status, and other information.
- Order placement, modification, payment, and confirmation.
About Humach
Humach (humans + machines) is redefining customer engagement,
sales, and support. By blending the expertise of human contact
center agents with machine learning and digital agents, Humach
provides businesses with unparalleled customer experiences and
streamlined transactions. With more than 30 years of experience
helping Fortune-sized and emerging growth businesses alike, Humach
aims to transform the way businesses of all sizes engage, acquire,
and support their customers. For more information, visit
www.humach.com.
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Lissette Perez Media@humach.com or (817) 829-8863