Welcome
Linguistic technologies applied to phone and web interactive services in Customer Care allow human-like interactions to take place thanks to the use of Natural Language Understanding (NLU). Applications feature an easy dialog approach based on open-ended questions resulting in high-quality well-integrated interactions with the assisted services of the Contact Center.Moreover, multimodality and the "how may I help you" interface approach change the interaction process from a sequence of questions/clicks to a direct dialog between the user and the system. The user no longer needs to "learn" how the system works; the interaction border is thus closer to people than to computers.
Natural Language Understanding enables design and development of multimodal applications for voice and text, on web and phone, to create Personalized Services with the innovative "how may I help you" approach. Read more.
- Predicts 2012: CRM Customer Service and Support Staggers into the Posthuman Age
- Michael Maoz | Jim Davies | Johan Jacobs | Jenny Sussin | Kimberly Collins | Carol Rozwell
- 11 November 2011
- Customer service excellence is key to differentiating any business, but the drive to reduce costs still undermines customer trust. New analytical tools, improved linkages among social CRM processes, increased automation and lower-cost cloud solutions hold the greatest promise for improvements.
Interactive Media Content
- Products & Services
- IM.Meltemi®2.0, Multimodal Service Delivery Platform
- An innovative software platform based on Natural Language Processing and Intelligent Dialog Management to build a new generation of interactive services.
- Interactive Services (e.g. Conversational Agents) built with IM.MELTEMI2.0 allow you to communicate with your customers virtually, in real time, by chat or voice, text and speech, web and phone, email, SMS, IVR. IM Conversational Agents have the ability to answer questions and effectively provide appropriate answers as if they were actual human agents.
Applications built on top of IM.MELTEMI2.0 include Automated Call Center Agents and Virtual Assistants using fifth generation avatars. They contribute to the building of automated services in Contact Centers as well as sophisticated processing on stored interactions (text and speech) such as call recording analysis and automated email response.
