USU Presents Its Latest Customer Service Innovations at CCW 2019

By MTS Staff Writer On Jan 28, 2019

USU‘s unymira business unit is one of the first worldwide to offer voice powered customer service via Amazon’s Alexa. A live demo will be presented at this year’s Call Center World (CCW) from February 19th to 21st in Berlin at unymira’s booth (Hall 3, F4/G3). Unymira offers the most comprehensive omnichannel customer support portfolio including intelligent chatbots, its active knowledge base Knowledge Center, its AI-powered service platform Knowledge Cloud as well as social media support and self-service solutions. A range of expert talks and live presentations in the TeleTalk Demo Forum will accompany unymira’s booth offerings.

Voice Service with Alexa

Unymira’s Alexa integration enables it to provide real-time customer support answers by drawing on information from Knowledge Center. This creates a seamless connection between the two enabling quick hands-free customer support using the customer’s preferred channel. A live demo will be given with concrete use cases.

Knowledge Center 7 Sets a New Standard

Customers continue to affirm that unymira’s Knowledge Center is the leading knowledge base platform on the market with the most robust functionality. Special features such as active search, guided dialogs or troubleshooting guides support and speed up the service process significantly.

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The new version 7.0 offers both improved usability and design but and a range of new features. For example, users can see a systematic overview of their tasks in areas such as editing, channel management, translation work, etc. By connecting to the new Knowledge Cloud service platform, the self-learning system automates certain tasks, e.g. maintaining synonyms, identifying self-service topics or designing templates. Optimized navigation options and reporting functions as well as the new Salesforce integration make the system the digital backbone for effectively providing knowledge-intensive services across all communication channels.

Knowledge Cloud – Practical Artificial Intelligence

Knowledge Cloud is a new service platform that allows customers to consolidate industry-specific search knowledge from the knowledge database and make it accessible to customers to enable customers to assist each other. Thus, unymira can draw upon its 20 plus years of and thousands of users. The system collects anonymous usage data such as search terms, categories, template examples, surface examples, revision data, time points and more. Knowledge can then analyze and make use of this data via its artificial intelligence algorithms. The result is intelligent, role- and industry-specific knowledge services that increase automation and make day-to-day work with the knowledge database much easier.

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Intelligent Bots for Every Application

With Knowledge Bot, unymira offers a new service chatbot for every environment and every deployment scenario in the service area. It can create comprehensive customer satisfaction surveys, identify customers at risk of termination and provide information directly and easily. The latest generation offers features such as intelligent dialogue control and automatic escalation points, e.g. ticket creation. Whether information bot, qualification bot, service bot, survey bot, assistance or data bot – the bots can be flexibly tailored to specific requirements. Knowledge Bot also offers integrations for modules and components from other companies such as Facebook and Microsoft.

Automated editing of social media content

Connect collects all customer service inquiries and reviews from social media channels, chats, forums, blogs, app stores and Amazon in a single inbox. These workflows are assigned to the appropriate employees per pre-defined workflows. The channels served have been expanded to now include WhatsApp. Through the Knowledge Engagement function, users have direct access to the contents of the knowledge database.

Benefit from expert knowledge

Unymira will showcase its technologies and expertise not only at booth, but also at the TeleTalk Demo Forum and through three expert speakers as part of the Expo and conference program. Experts from unymira will demonstrate live and hands on how intelligent and innovative knowledge management, social media, bot and self-service solutions can guarantee more efficiency and quality in digital customer service. Interested attendees who arrange a personal meeting will receive a free admission ticket to the exhibition.