Uniphore is expanding its solution offerings by delivering akeiraTM 2.0, an intelligent conversational digital assistant. Akeira helps automate conversations and reduce the cost of customer service for enterprises while providing a better customer experience. Key features and associated business outcomes include:
Simplifying and accelerating deployment time of conversational digital assistants:
- Visual modeler: create and edit conversational flows on the fly for easy, rapid deployments
- Training: train the intents in a language for a channel and deploy across multiple channels
- Virtual agent health tracking: track intent served and call handling capacity
- Sand box for testing: simulate an intent in a sand box before moving to production
Integration that brings cost savings and better customer satisfaction:
- Assisted training: rapid and continuous intent training to improve akeira™’s NLU models to cut down on live agent volume
- Live agent transfer: intent-based routing or “hot transfer” of calls to a live agent based on contextual scenarios such as multiple failures or escalating customer sentiments or irritation
- Business end point connector service: secure connectivity to business applications and traditional interactive voice response systems
- Granular control of intents: flexibility to leverage intent-based features at will or to disengage in live environments for smoother roll outs
Uniphore conversational digital agents do what humans don’t like to
Akeira conversational digital agents work alongside call center humans to radically boost productivity and customer experience. They handle simple transactional conversations which shouldn’t require a human agent in the first place. They make suggestions during a call, proactively look up information and can take actions. Uniphore’s automated digital agents resolve issues in real time, with the capability to seamlessly hand back to a human at any time.
Akeira is an intuitive, flexible, intelligent solution that allows you to build out a digital virtual assistant on existing interactive voice response channels, web chat and mobile app channels to interact with the customers answering or responding to a wide range of questions and requests. Secure enterprise connectors to standard CRM, ticketing and other backend applications further widen the type of requests and queries that can be handled. Akeira is multilingual, supporting global languages and flexible deployment options whether it is on cloud or on premise.
Advanced functionality to save time
At the core of akeira is a new visual modeler. This easy-to-use interface gives administrators the ability to design and deploy entire conversations from start to finish in a few minutes. Enterprise administrators can create an intent flow, design responses, train user input variations for intent identification and simulate intent behavior from a single interface. The Visual modeler is scalable and can be trained once and deployed across multiple channels. Akeira’s interfaces will guide a user through every step of the conversation creation process.
Once deployed, akeira will keep track of real-time performance metrics using a virtual assistant health card that will identify the need for corrective action in a virtual assistant and enable administrators to take these actions based on data from the health card.
The success or failure of a virtual assistant is greatly impacted by its ability to learn continuously from conversations that have happened and the outcomes or next actions. To help ensure more effective interactions, akeira now has a function called “assisted training” which is a semi autonomous machine learning capability where an organization can continuously train akeira based on historical conversations and even allow users to identify patterns for new intents. Our digital agents act just like humans. Akeira can personalize content and understands sentiment, trends, and intent.
Extending akeira for even better customer experiences
With an extensive list of features and functionality already built into akeira, there are additional areas and applications where akeira can be deployed. For example, the AI and automation capabilities can be leveraged across digital channels including web, mobile and social channels. Additional support for more languages and more automated machine learning capabilities are in development which will provide both enterprises and end customers a cost-efficient, personalized, accurate and predictive omnichannel customer experience.
“As virtual assistants and various bots came on the scene a few years ago, many organizations rushed in, believing it would solve their problems of scale and reduce costs. But that proved false,” said Zeus Kerravala, founder and principal at ZK Research. “In order for these bots to be successful, there needs to be capabilities which help not only set up but maintain and monitor the outcomes as well as help make recommendations for improvement. Uniphore’s latest akeira offering is a solid step forward in this direction”
“Customers have high expectations for any interactions with customer service agents, both real and virtual,” said Samith Ramachandran, senior vice president of product engineering at Uniphore. “Our latest akeira offering steps up the features and functionality of intelligent virtual assistants and makes them easier to set up, more cost effective to manage and, ultimately, smarter in the way they respond.”
Dinesh Nair Appointed as Director for Consumer Business Lenovo India
Global technology leader Lenovo has appointed Dinesh Nair as Director, Consumer Business for India region. Dinesh succeeds Mr. Shailendra Katyal, who has recently been appointed Site Leader for Lenovo India and Managing Director of Lenovo’s PC and smart device business in India.
Dinesh Nair has been an integral part of the Lenovo India consumer business for more than 11 years and has worked successfully across several roles. His most recent role was as the sales & channel management lead for Lenovo’s consumer segment in India. He has handled leadership responsibilities across offline general trade retail, distribution management, field sales, eCommerce, large format retail and category management, and has been a key contributor to the company’s growth journey in India.
“During this difficult time in India, we are working hard to ensure the safety of our employees, partners and customers and I am grateful that we have excellent leaders in place to bring our team together and offer this support. I am proud to hand over the reins of the consumer business to Dinesh. At the same time, this is a demonstration of our commitment to developing talent internally. I am sure he, along with the consumer leadership team, will propel the business to new heights,” said Shailendra Katyal, Managing Director, Lenovo India.
ASUS ROG Announces ROG Masters Asia Pacific eSports Tournament
ASUS ROG will host its first ROG Masters Asia Pacific eSports tournament from March to April 2021. Due to COVID-19 pandemic affecting travel around the region, the tournament will be conducted entirely online, with quarterfinal to final matches livestreamed.
The ROG Masters tournament will feature Counter-Strike: Global Offensive (CS:GO) as the official game title will provide opportunity to teams with enthusiastic players to pitch their skills against each other, as well as the best professional teams from their market and in the region.
The tournament will see various teams from 15 markets across the region vying for the chance to be crowned as the first ROG Masters Asia Pacific Edition CS:GO Champion.
The tournament will be played in three stages played over the course of 2 months:
- Country qualifiers
- Country finals
- Asia Pacific finals
Country qualifiers matches for India will start in the second week of April 2021; 8th April and the finals to be held on the 10th April. The India finals to find the top three teams to represent the country will be livestreamed live on 10th April.
Professional teams from across the region will be automatically placed into seeded positions in the country finals. This gives a greater chance for non-professional, enthusiast teams from India to get through the qualifiers and meet the pro teams in the country finals.
Country Champions will then go on to experience battling winning teams from other APAC markets in the finals that will be livestreamed during 22nd to 25th April 2021.
3 qualifying teams from India finals will stand to win US$800 for first place, US$400 for second place, US$200 for third place. They will then go on to the Asia Pacific finals with the chance to win the following prizes for the championship:
|ROG Masters APAC Championship||APAC Finals (USD/ team)|
Registration and Official Tournament Website
Registration for the first ROG Masters Asia Pacific tournament opens on February 8, 2021 at the tournament’s official website.
Registration closes on February 28, 2021 Further details, match schedules, pro team information as well as rules and regulations can also be found on the tournament website.
Garena Launches Free Fire South Asia Showdown: Battle of the Stars
Garena has announced the Free Fire South Asia Showdown: Battle of the Stars, Free Fire’s first-ever esports tournament for the South Asia region. Taking place on 6 February, the tournament will feature some of the gaming community’s favourite Free Fire streamers and personalities from India, Pakistan, Nepal, and Bangladesh.
The Free Fire community has continued to expand in South Asia and across the world, with the mobile battle royale game the most downloaded mobile game globally in 2020, according to App Annie. Through the Free Fire South Asia Showdown: Battle of the Stars, Garena will look to continue its efforts to excite and delight its fast-growing South Asian community with exciting Free Fire content, and to support and develop the incredible online community in the region.
The Free Fire South Asia Showdown: Battle of the Stars will feature a total of 12 teams. Each team will be led by one of the top 3 streamers from each of the 4 participating nations – chosen by public voting – in this epic clash to determine the best in the region.
The 12 teams will compete in the Battle Royale Squad mode for a slice of the 1 million diamond prize pool. The ultimate winner of this star-studded tournament will receive 500,000 in-game diamonds; the first and and second runners-up will be awarded 300,000 and 200,000 diamonds respectively.
The Free Fire South Asia Showdown: Battle of the Stars will feature some of the most popular streamers and personalities from across South Asia.
The team captains for each nation are:
- Total Gaming (19.4 Million YT Subs)
- Desi Gamers (7.8 Million YT Subs)
- Two-Side Gamers (6.85 Million YT Subs)
- Gaming with Nayeem (1.6 Million YT Subs)
- Illusionist YT (479K YT Subs)
- Gaming With Zihad (698K YT Subs)
- Sooneeta (3.26 Million YT Subs)
- Bshow Mgr (399K YT Subs)
- Tonde Gamer (2.37 Million YT Subs)
- RKG ARMY (1.77 Million YT Subs)
- Unusual Gamer (81K YT Subs)
- The Skinzo FF (75.5K YT Subs)
Fans can witness all the high-octane action by tuning in to the live broadcasts of the Free Fire South Asia Showdown: Battle of the Stars. These will be hosted on Free Fire Esports India YouTube and Facebook, Free Fire Bangladesh Official YouTube and Facebook, as well as on BOOYAH!.
To cater to the diverse South Asian community, the matches will be streamed with live commentary in 5 languages – Bengali, English, Hindi, Nepali and Urdu.
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