Jun 14, 2018

USU presents innovations for digital customer service at Customer Contact Week

Unymira, a division of USU, will be presenting its digital customer service portfolio at Customer Contact Week (CCW) in booth 513. The event attracts over 2,500 participants, taking place from June 18 to 22 at The Mirage in Las Vagas. Unymira experts will demonstrate their new customer-first solutions that have been gaining interest as customer satisfaction becomes a priority in competitive markets. Service Center employees will benefit from a range of solutions presented, focusing on solving customer inquiries quickly, efficiently. Unymira’s Knowledge Center technology, a self-learning knowledge database, takes advantage of innovations in Artifical Intelligence (AI) and crowd sourcing to great boost the quality of service response and customer satisfaction. Unymira also offers a best in class Web Self Service and an intelligent Chatbot, these provide customer-centric organizations with better tools to support customers. As a result, the customer experience and key performance indicators (KPIs), such as the first-call resolution rate and call handling time in customer service, can be significantly improved.

New version of Knowledge Center

Knowledge Center is the heart of knowledge management at many service organizations. Knowledge Center’s ACTIVE document technology is unique and is a new standard in the service center world. Version 6.9 offers an improved search experience: the AI-powered search. This saves the search knowledge of all service agents. The result is a constantly growing pool of questions, synonyms and terms in an industry and language, enabling users to find the precise documents they need.

New functions for web self service 

The smart web self-service solution Knowledge First now boasts significantly improved integration, particularly for one-page sites. The application can leverage the knowledge base’s content, and can also offer users enhanced service functions, such as push messages and filters. Dynamic provision of tailored information helps resolve customer queries to suit their needs, any time, anywhere. 

New Knowledge Bot solution

With its Knowledge Bot, Unymira enables content from the central knowledge base to be used in bot dialogs – a logical continuation of the trend toward service automation. The use of text-based dialogs also allows knowledge from Knowledge Center to be offered on websites or in social networks. Users can maintain knowledge in a structured, simple and efficient way, ensure its quality and make it readily available. The integrated learning function means the bot can be trained by agents’ daily work and automatically improved. Knowledge Bot is also able to integrate components from other venders, such as Facebook or Microsoft.

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