Humans working hand-in-hand with artificial intelligence will lead the next wave of revolution.
All our products are created as Intelligence Augmentation Tools, where users can gauge relevant information as well as nudge the system accordingly.
Contextual Conversation Clustering is our proprietary technology that intelligently identifies hidden conversational patterns in interactions between customer and VIVA or agents. For example: Identifies if customers are disconnecting the call at a specific point in the conversation.
Observes customer behaviour at certain conversational paths and provides actionable suggestions on improving customer experience. In case of a new query, interacts with knowledge graph and fetches appropriate details, seeks approval for a suggested response.
Our Agent Assist technology can observe the actions done by human agents in a particular context, allows it to learn over time as the usage increases. It ensures that the next time, VIVA can handle the same action without agent involvement.
Reduction in time to identify a new user utterance compared
to the traditional approach scanning only a subset of conversations
97 out of 100 suggestions provided by analyzing the conversations are accepted by supervisors and ready to use in minutes