How has Covid-19 accelerated trends in customer service?

Allison WilsonSeptember 10, 2020

AWS Launches Contact Center Intelligence Bundle

Allison WilsonAugust 21, 2020

Companies Turn to IVAs to Deal with COVID Surges

Allison WilsonAugust 1, 2020

How AI-powered self-service helps agencies during COVID-19

Allison WilsonJuly 29, 2020

AI News Index: Worried About Government Data Collection For Covid-19 Contact Tracing?

Allison WilsonJuly 20, 2020

Shifts in customer, employee behavior driving automation budget growth

Allison WilsonJuly 17, 2020

The Challenges and Evolution of Modern Spoken Dialogue Systems

Allison WilsonJuly 14, 2020

Intelligent Chat and Messaging Essential to Self-Service Strategy

Allison WilsonJune 10, 2020

How Service Automation Can Help you Be More Agile During the Current Crisis − and the Next

Allison WilsonMay 29, 2020

How intelligent virtual agents are transforming 5 key industries in the wake of COVID-19

Allison WilsonMay 20, 2020

Adapting to COVID-19: How Virtual Agents Fit In

Allison WilsonMarch 23, 2020

5 Incredibly Useful Things You Didn’t Know a Virtual Agent Can Do

Allison WilsonMarch 5, 2020

Retailers Showcase 2020 Vision for Service Automation

Allison WilsonJanuary 23, 2020

How Conversational AI will Boost the 2020s Economy

Allison WilsonDecember 16, 2019

How to Cash in on Conversational AI

Allison WilsonDecember 10, 2019

Scaling for 2020 Demand Spikes with Sharper Self-Service

Advances in conversational AI are enabling businesses to create advanced, voice and text-based self-service applications that automate more of the customer inquiries that tie up live agents during peaks in demand. Read on to see how these solutions can make spikes in service less painful.

Allison WilsonNovember 15, 2019

PC Magazine: How Intelligent Voice Agents Can Replace Costly Contact Centers

Cloud-based call and messaging automation solution provider Inference Solutions recently announced Inference Studio 6.3, a solution that now extends the self-service capabilities of Cisco Unified Communications Manager (UCM), Cisco Unified Contact Center Enterprise, and Cisco Unified Contact Center Express (UCCE/X).

Richard DumasOctober 4, 2019

Inference Delivers Conversational AI for Cisco On-Prem

Global provider of intelligent virtual agent solutions, Inference Solutions, have today announced the launch of a new solution to extend the self-service functionalities of Cisco offerings. The solution provides access to Cisco Unified Communications Manager (UCM), Unified Contact Centre for Enterprises, and the Unified Contact Centre Express (UCCE/X). Companies with access to these on-premises solutions will now be able to upgrade their existing IVRs using cloud-based agents powered with conversational AI technology.

Allison WilsonSeptember 17, 2019

Inference Solutions Snags Customer Value Award

The Studio Intelligent Virtual Agent platform received the Customer Value Leadership Award from Frost & Sullivan for the IVA market. Inference will be receiving the award officially at the annual Excellent in Best Practices Gala occurring in Austin this September.

Allison WilsonAugust 22, 2019

UC Today: Taking Advantage of Google Contact Center Speech & NLP

As we reported, Google recently announced new speech and NLP enhancements to Cloud Speech-to-Text and Dialogflow that can improve recognition accuracy by up to 40%, while ensuring better virtual agent performance.

To provide further insight, we decided to reach out to Inference Solutions CEO, Callan Schebella. Speaking to Callan meant we could learn more about how Google’s innovations are being used by customer service departments to provide AI-powered self-service. We wanted to understand how these incremental advancements in accuracy and performance translate into practical business value for service departments.

Richard DumasAugust 15, 2019