U-Assist on the X‑Platform
U-Assist is a key product in Uniphore's U portfolio of contact center AI solutions. All of our U products help enterprises optimize their customer and agent experiences, resolve their most challenging customer service issues and leverage valuable opportunities to drive customer engagement, loyalty and revenue generation.
U products work closely with the other components and services provided on the X‑Platform to create a powerful network of AI-based, enterprise-aware capabilities. Depending on their assigned role, a user will work with one, several or many of these capabilities.
Following are components and services available on the current X‑Platform release:
Runtime Components*
*Availability depends on the customer license | |
U-Self Serve | Multi-modal (IVR, web and mobile) intelligent Virtual Assistant |
U‑Capture | Full control over voice and screen recording |
U-Assist | Comprehensive real-time Agent assistance and coaching |
U-Analyze | Actionable conversation insights and analytics |
Virtual Assistant | Multimodal U-Self Serve application to deflect customer service calls from busy contact center agents |
AI Agent Assist Application | Browser-based U-Assist application to provide intuitive assistance and guidance for an Agent |
Manager Dashboard | Actionable displays of U-Assist call center status, monitoring both real-time and historic data |
Design and Configuration Components
X-Designer | Cloud-based component to create and test step-based conversation workflows |
X-Console | Administration component for managing the elements of a tenant account, including permissions, resources and applications |
Cloud Admin | System administration component enabling authorized users to create and manage tenant accounts and key settings. |
Service Components*
*Availability depends on the customer license | |
Conversation Service | Provides comprehensive, platform-aware handling of both runtime and stored conversation data for use in end-to-end activities |
Knowledge AI | Combines conversational AI and cognitive search capabilities to provide real-time answers, based on data stored in multiple formats across an enterprise |
Uniphore Voice/Telephony Connector (UVC) | Unified, agnostic service that connects an X‑Platform component with any telephony system |
AI Model Maintenance (Base and Derived) | Cold-start creation and updates to customer AI models using conversational, generative and LLM-based training methodologies |
Tonal/Sentiment Analysis | Process and summarize Agent and customer emotions and behaviors during a call in real time |
Automation | Automated, API-based actions and application sequences to streamline and supplement call center Agent and self-serve user activities |