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Uniphore Customer Portal

Welcome to U-Assist

U-Assist is a comprehensive, AI-based assistance and coaching platform that can dramatically boost Agent performance and productivity with real-time guidance and workflow automation.

U-Assist empowers call center Agents and Supervisors while a customer conversation is still live (in call) and when it is finished (after call). It helps every Agent become the best Agent they can be by quickly targeting issues to resolve, recommending next best actions and automating after call work (ACW) tasks based on real-time recognition of customer needs and emotions. It enables Supervisors to assess their team in real time, monitoring key performance indicators and conversation trends, viewing individual call and alert details, and providing the ability to instantly intervene when Agents need help or coaching.

Like all Uniphore products, U-Assist leverages our industry-leading natural language understanding and large language model technologies to analyze, optimize and automate interactions across multiple channels in real time. This makes it possible to recognize and predict user intents and assess human emotions and sentiments with a high degree of accuracy for voice and chat activities.

U-Assist is offered in multiple languages for both cloud-based and on-premise deployments. Uniphore can also provide pre-built, industry-trained models based on enterprise data to accelerate product time-to-value.

U-Assist Business Benefits
Improved Agent Experience

  • Improve Agent Retention - Empowers Agents with conversational AI-powered insights, guidance, analytics, and automation to help them perform at their best, reduce stress and anxiety, and improve retention.

  • Reduce training and ramp-up time - Real-time Agent coaching uses automated workflows and integration with the knowledge base to provide Agents with the correct guidance to handle complex issues in real time, allowing Agents become successful more quickly.

  • Reduce average handle time - Real-time Agent coaching helps Agents resolve issues quickly by automatically determining intent and providing guidance on the next best action to take to resolve the issue, thereby optimizing Agent efficiency for faster resolution.

Improved Customer Experience

  • Improve customer satisfaction - Agents get guidance when they need it while automation allows them to focus on the customer conversation instead of performing menial tasks across multiple systems. The result is increased customer engagement and satisfaction, as well as better Net Promoter Scores.

  • Increase first call resolution (FCR) - By coaching Agents in real time with AI-powered guidance and automation, call center Agents can learn to resolve customer issues faster and with fewer mistakes.

  • Reduce repeat calls - With a solution that automatically capture and track promises made during the conversation, Agents don’t have to spend valuable time on manual tasks but can focus on helping the next customer. Automation eliminates Agent mistakes that disappoint customers expecting the appropriate follow-up and reduces repeat calls due to missed commitments.

Boost Sales and Customer Lifetime Value

  • Highly-accurate predictive analysis helps Agents to focus on best next actions and also makes it easier to improve conversion rates, 'sell-up' to greater revenue and drive higher customer lifetime value.

Key Features At-A-Glance

  • Real-time Guidance with Next Best Actions

    U-Assist provides real-time Agent guidance with next best actions based on real-time conversation analysis and the current state of the customer session. This is achieved through AI-based, guided workflows which can also be customized by Business Users.

  • Real-time Alerts

    U-Assist provides in-call Alerts in real time to the Agent. Alerts are triggered using Uniphore AI capabilities, based on real-time speech key phrases used during the conversation, call attributes, and speech-based and tonal attributes.

  • Intent Recognition and Entity Extraction

    Uniphore's natural language server and AI models instantly enable U-Assist to understand the customer's desired reason for contacting an Agent (e.g., change an address, open a claim, order a flight, etc.) and automatically capture conversation entities (e.g., date of birth, account number, booking dates, etc.) in real-time during the Agent-customer interaction, greatly helping to speed advancement of the customer's goals.

  • Sentiment Analysis

    Uniphore's tonal and emotional analysis capabilities help to gain valuable insights into the emotions and attitudes of customers and agents, for the full context of conversations.

  • Knowledge Assist

    Uniphore’s knowledge AI unifies information from across data sources to provide agents with real-time, accurate, contextual responses to customer queries.

  • Call/Chat Summary

    U-Assist provides a powerful and flexible feature to automatically generate and display runtime conversation information while a call is still in progress. The AI Agent application monitors and updates the key values for the active call, including all Intents, Dispositions, Entities and Session Variables, using predefined templates. During and at the end of a call, an Agent can view, edit and update the summary.

  • Call/Chat Disposition

    Our Summary capabilities also include an option to help the Agent quickly categorize and manage outcomes for call and chat interactions.

  • Generative AI Summary

    Automatically generate conversation summaries through the combined power of conversational AI and generative AI. It captures vital information such as customer intent, steps taken for resolution, and conversation outcome.

  • Promise Management

    U-Assist automatically captures promises made by the Agent to the customer (e.g., delivering a product, applying a discount, etc.) and supports tracking execution of the promise over a specified time period.

  • Supervisor Application

    U-Assist provides a dedicated application with a comprehensive Dashboard to enable a Supervisor/Manager to monitor and assess call center and individual Agent performance, as well as guide or intervene in calls as needed.

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