Excited to Partner with Webex
Today we are announcing our partnership with Webex by Cisco, a leading provider of collaboration technologies powering hybrid work and customer experience, to deliver auto-MATE. auto-MATE is our Generative AI framework. It helps organizations boost productivity and reduce operational costs by automating post-call tasks through an extensive library of automated workflows such as Auto-call-summaries and Auto-QA.
We are committed to driving innovation in the field of artificial intelligence, and auto-MATE’s expansion to Webex Contact Center is a testament to that commitment. With auto-MATE, we are redefining the customer service landscape by offering a solution that combines the power of Generative AI with the security, scalability and responsibility needed for a world-class enterprise solution.
auto-MATE framework is not just an incremental improvement, but a transformative leap that bridges the gap between Generative AI methodologies and the needs of modern businesses. The solution provides applications to improve contact center processes and agent experience, including after-call work reduction, automated QA of all interactions, centralized reporting, and comprehensive call analytics. Commerce.AI estimates its customers see up to a 30% to 50% increase in productivity from the automation of after-call tasks and the ability to export data to CRMs and other leading business applications.
auto-MATE is now available on the Webex App Hub. For more information, please visit: https://apphub.webex.com/applications/automate-by-commerceai-commerce-ai
Why Do Contact Centers Need Generative AI Upgrade?
Unstructured data generated at a contact center was analyzed traditionally using human interpretation and therefore was limited in terms of coverage. Historically around only 1%-2% of this data gets analyzed using manual evaluation. From last few years, AI was used in order transcribe the calls. However, traditional AI techniques were not able to solve these problems beyond sentiment analysis and topic modelling. Operating on the powerful backbone of LLM, Commerce.AI auto-MATE™ framework is not just an incremental improvement, but rather a transformative leap that bridges the gap between traditional AI methodologies and the needs of the modern business world.
The limitations of traditional AI techniques before Generative AI
Before delving into the capabilities of auto-MATE™, it's essential to understand the limitations of traditional AI models in the contact center domain. Traditional AI methodologies, including sentiment analysis and topic modeling, while valuable, often provided only a surface-level understanding of customer interactions. These techniques were adept at identifying broad patterns or sentiments but lacked the precision and nuance to understand the deeper intricacies and underlying themes of customer conversations.
For instance, sentiment analysis could tell a company if a customer was unhappy, but it couldn't provide the detailed context about why they were unhappy or offer actionable insights on how to address the issue proactively. Similarly, while topic modeling could recognize the primary subjects of discussion, it couldn't effectively map out the multifaceted web of related sub-topics or the changing dynamics of a conversation in real-time.
Commerce.AI auto-MATE powered by LLM (Large Language Model)
Commerce.AI has created an automation framework, called auto-MATE™ for workflows such as call summarization, auto-recommend wrap-up codes, extract sentiment, intents and other pertinent CX insights. It also involves pre-built connections to CRMs/Datalakes and BI tools in order to export the structured intelligence to enterprise system of record.
Power of auto-MATE
Eliminating after-call work and transforming efficiencies across contact center roles
Commerce.AI auto-MATE™ is bringing in a host of applications to improve contact center Administrative processes and Agent Experience, including:
- After Call Work Elimination
- Auto-QA of 100 % of Interactions
- Centralized reporting
- 100% Call Analytics
- Custom Dashboard Visualization
We are estimating that, on average customers will see up to a 30%-50% increase in productivity by automating tasks such as QA, Call Summaries, Export to CRM Tools and form extraction. Making enterprises more efficient.
auto-MATE provides a variety of tasks for a range of applications. Let's explore some of the many applications of auto-MATE™
Secure deployment of generative AI: Use case in production with Azure OpenAI
Since auto-MATE™ uses Azure OpenAI as the primary LLM, it is important to examine security compliance achieved by Azure OpenAI. Azure OpenAI has achieved HIPAA compliance and following other compliance standards.
Reference: https://azure.microsoft.com/en-us/resources/microsoft-azure-compliance-offerings/
When considering any tool for use in a context that requires HIPAA compliance, it is essential to verify that the tool has been designed with HIPAA requirements in mind and has undergone sufficient testing and certification to ensure compliance. It would also be advisable to consult with a legal expert or a professional experienced in HIPAA compliance.
When it comes to Generative AI specific considerations, following are some important aspects about auto-MATE™ and underlying Azure OpenAI infrastructure.
The models are stateless: no prompts or generations are stored in the model. Additionally, prompts and generations are not used to train, retrain, or improve the base models.
More details about Azure OpenAI Safety and Compliance can be found here.
Webex Features:
Transcription:
Our AI-driven transcription service is designed to convert audio recordings of customer interactions into text with exceptional accuracy. This enables you to review and analyze conversations efficiently, ensuring that no valuable information is ever missed.
Redaction:
Protect sensitive customer information and maintain compliance with ease using our redaction feature. Our AI identifies and redacts personally identifiable information (PII) and other sensitive data from transcripts, ensuring data privacy and regulatory compliance.
Alerts:
Stay informed in real-time with customizable alerts. Receive instant notifications for specific keywords, phrases, or customer behavior patterns, enabling you to address critical issues and opportunities as they arise.
Surveys:
Gain deeper customer insights by automatically generating post-call surveys. Collect feedback and gauge customer satisfaction seamlessly, helping you make data-driven decisions to improve your services.
Agent Assist:
Empower your call center agents with real-time AI-driven suggestions and insights during customer interactions. Improve agent performance and enhance the customer experience with instant guidance.
Summarization:
Efficiently review and analyze lengthy conversations with our summarization feature. Our AI condenses interactions into concise summaries, saving you time and enabling better decision-making.
Multilingual:
Over 100+ languages supports.
Auto-QA (Quality Assurance):
Ensure consistent quality across customer interactions with our Auto-QA capabilities. Automatically assess agent performance, compliance adherence, and script adherence to maintain high standards.
Translation:
Break down language barriers with our AI-powered translation feature. Communicate with customers in their preferred language, providing a more inclusive and accessible customer experience.
Real-time Analysis:
Make informed decisions on the fly with real-time analysis of customer interactions. Monitor ongoing calls, identify emerging issues, and respond promptly to customer needs.
Post-call Analysis:
Our platform doesn't stop once the call ends. Analyze recorded conversations after they occur to uncover insights, track trends, and continuously improve your call center operations.
Sentiment Analysis:
Get a pulse on customer sentiment with our sentiment analysis tool. Understand customer emotions and reactions, enabling you to proactively address concerns and provide exceptional service.
Topics Analysis:
Identify recurring topics and themes in customer conversations. This valuable data helps you prioritize areas for improvement, product development, and customer engagement strategies.
100% Interaction Coverage:
No interaction is left behind. We analyze 100% of your customer conversations, ensuring comprehensive insights and continuous improvement opportunities.
