Omilia, a market leader in enterprise Conversational Artificial Intelligence (CAI), announced the launch of Pathfinder, a tool that significantly reduces CAI application design and development time to accelerate and improve customer deployments. Part of the Omilia Cloud Platform, Pathfinder ingests, processes and analyzes raw, unstructured data from files such as PDF, TXT, CSV, and HTML. It then identifies and categorizes customer intents and uncovers automation opportunities that your CAI application may be missing.

“Effective Conversational AI applications rely heavily on quality data. However, manually reviewing and uploading every asset related to your business is time-consuming and resource intensive. Pathfinder removes this burden for businesses, enabling more efficient information ingestion”

Pathfinder creates example customer queries, identifies the most effective resolutions for each query and deduces business logic to simulate the ideal conversational flows and the most optimal outcomes. This gives developers all the empirical data they need to quickly and easily augment Conversational AI applications.

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Traditionally, the discovery and design phases of implementing a Conversational AI solution demanded deep skills and extensive manual effort, taking weeks and months to complete. Development teams had to meticulously comb through documents and utterances to identify intents and invest considerable time inputting data to construct the necessary classification models for application development. With Pathfinder, this is now entirely automated, reducing development time and reducing error rates associated with manual data entry.

By more swiftly, effectively and continuously mining the data than a human could, Pathfinder identifies more opportunities to create self-service applications, and provides more accurate answers.

Alternative tools on the market often fail to predict all customer queries due to insufficient historical data. Pathfinder provides a data-driven approach to identifying more opportunities for self-service applications which ultimately leads to an increase in First Contact Resolution (FCR), an increase in containment, a reduction in the costs of human-assisted service and provides the 24/7 service experience customers demand.

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“Effective Conversational AI applications rely heavily on quality data. However, manually reviewing and uploading every asset related to your business is time-consuming and resource intensive. Pathfinder removes this burden for businesses, enabling more efficient information ingestion,” stated Claudio Rodrigues, Chief Product Officer at Omilia. “This not only enhances the design and implementation phases for our customers but as a result virtual assistants can more accurately assist callers, so enterprises can successfully fulfill more calls, reduce the number of calls that have to be passed to human agents, and provide the consumer with a far superior customer experience.”

In late summer 2024, Pathfinder will also be able to ingest and analyze API specifications and transcribed dialogues from contact centers to create CAI applications.