Name: Uniphore aims to take the misery out of customer support hotlines
Uploaded: 2022-03-02
Duration: 4 min 16 s
Description: CEO Umesh Sachdev: 'It's a great customer experience and a great agent experience.'

CEO Umesh Sachdev: "It's a great customer experience and a great agent experience."

Uniphore aims to take the misery out of customer support hotlines

Leadership

Uniphore aims to take misery out of customer support

thank you so much for joining us to talk about your company uniform. The technology that you've developed has had a huge impact on improving customer service at call centers tell our viewers what does uniform do? Quite simply uniform is a conversational Ai company that develops artificial intelligence technology to understand every human conversation, whether it happens on the phone or video or in person, specifically in contact centers, we assist contact center representatives when they're receiving calls from millions of customers and allow them to deliver the best experience. They can tell us a little bit more about how your technology and this conversational service automation that you were just talking about improving the experience not only for the customer but also for the call operator agent Susie. That's exactly why we're in business. These call center agents are extremely passionate about solving each collars problems. The problem is they have to toggle many different IT applications to find the right answer and deliver that answer. And meanwhile the customers on hold and thinking, am I even getting this answer today or not? Right. Technology sits in the middle as the two people are talking which is the color and the agent the I understand the issue at the speed of light goes figure out this answer from wherever possible and puts it in front of the agent to say tell the caller. This was the problem here is the resolution. It's been done. So it's a great customer experience and a great agent experience. It sounds like you have a coach speaking in your ear giving you just the right things to say, Is that right? That's exactly right. A coach or an assistant sitting next to the call center agent in enabling them to deliver the best experience that they can. I understand that video chat is the next big breakthrough that you're working on. Why should people be excited about this? Technology is quite simply, it's the way human beings communicate, We pay attention to each other's words, the changes in tonal emotion when we speak to each other and also facial expression, gesture etcetera. And so for us to be d defining conversational Ai company, we are expanding our Verizon. We've done a great job in training this ai in understanding human speech. Now we're training the ai to understand facial emotion and gesture over zoom calls and video calls so that as you and I communicate in the future over zoom meetings etcetera, we have the same coach experience the same assistant experience that we just spoke up in the call center across every single conversation. Well, the business roundtable recently called on its Ceo members to use AI technology like yours in a way that maximizes positive social impact. What would you like to see happen? The single biggest challenge and the single biggest opportunity that every ceo voted on was this future of work where the workers are now going to be remote. We can no longer expect our workers to be around our physical office locations. The workers are going to expect different type of work environments and the opportunity to use tools and technologies in training them in, ramping them up and offering jobs where they are. That's the big focus for every ceo on top of mind for every ceo and it comes right back to what uniform is doing, what are you doing or would you like to do to provide some kind of positive social value Susie. In 2008 I founded this company with the vision. I was in India. I saw 800 million indians Would have faced a challenge in accessing information over the Internet because of lack of English language literacy or just lack of computer skills. And so my vision back in 2008 was to use speech recognition and Ai to help those 800 million people access the Internet. Fast forward to today whether we service contact centers or doctors in a telehealth set up. It's all about allowing people bigger access to opportunities, education, health care or services through Ai being an assistant or an aide