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Uniphore Customer Portal

Welcome to U-Self Serve

U-Self Serve is an Intelligent Virtual Assistant (IVA) that engages your customers in natural, human-like conversation to answer questions and resolve common issues over chat and voice channels.

U-Self Serve helps to deflect incoming customer service calls from busy agents and high-cost contact center touch points to the IVA. It delivers a premium customer self-service experience through our advanced, intuitive web/voice interface.

U-Self Serve Business Benefits
Improved Operational Efficiency

  • Deflect routine transactions from high-cost channels with increased self-service automation.

  • Reduce cost-per-call and scale operations to meet seasonal fluctuations.

Enhanced Customer Experience

  • Deliver responsive, 24/7 customer support with an IVA that can understand, empathize, and resolve issues at scale.

  • Reduce customer hold times and boost digital engagement with a conversational self-service that's easy to use.

Powerful Generative AI

  • Seek information across different enterprise sources and provide relevant responses to an end user's query.

  • Automatically generate an extensive variety of training phrases to make IVA training faster and easier.

  • Analyze both the sentiments and tone to capture the emotion of the end user and provide a report which helps to fine tune the IVA.

Key Features At-A-Glance
Delivers accurate answers instantly with Knowledge AI

Our Knowledge AI capability gathers information across different data sources to instantly deliver accurate, fully-contextual responses to customer queries.

Leverage Generative AI to search content and generate training phrases

U-Self Serve leverages Generative AI to search and leverage content from different data sources, including PDF, DOC and web HTML formats, to provide a response to the user query. Generative AI is also used to create a wide range of relevant training phrases with minimal manual effort.

Modernize the IVR experience with Multimodal CX

Our multimodal CX creates a smarter, more intuitive experience for customers with less chance of miscommunication. It improves communication between multiple channels to reduce potential friction points and meet rising customer expectations.

Integrate third party telephony with U-Self Serve using Uniphore Voice Connector

A single connector is used to integrate various SIP-based telephony systems with U-Self Serve, thus eliminating to need to create separate, telephony specific connectors which can consume huge time and maintenance costs.

Analyze customer conversations with Emotion AI

Key conversation parameters and the emotion of the call and caller are captured and stored to analyze IVA performance. By analyzing the tone and sentiment at every turn in the conversation, the emotional drivers are captured to more accurately assess the customer experience.

Intelligent call routing and seamless transfer to Live Agents

U-Self Serve can use pre-defined logic to route calls to a specific call center or Agent, based on the business requirements. Our seamless call transfer mechanism provides a complete conversation history and status to the Live Agent, so customers don’t have to repeat the same information after transfer.

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