Purple Field supplies the open structure for knowledge seize. Uniphore then feeds that knowledge into U-Seize, its conversational AI automation device.

In February 2023, conversational AI firm Uniphore acquired voice recording agency Purple Field. Right this moment, the results of that partnership has emerged: U-Seize, which is an AI-powered metadata answer for knowledge collected throughout the enterprise. U-Seize is obtainable starting on Tuesday in North America, Europe, the Center East, Australia, New Zealand and the Asia Pacific area.

U-Seize can be delivered as a part of Uniphore’s present X platform and supplies AI-ready knowledge in actual time for automation and evaluation of conversations. U-Seize is outstanding as a result of it’s a sensible use for an AI assistant mixed with present knowledge recording instruments, however safety continues to be a priority for Uniphore, which payments its platform as AI-native. Uniphore gained lots of buzz in 2022 for a $400 million funding spherical and help from Cisco CEO John Chambers.

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U-Seize builds on Purple Field knowledge recording capabilities

One drawback Uniphore needed to resolve by means of the Purple Field acquisition was that lots of name heart knowledge was unstructured. It was multimodal: some could be video, some could be audio, some could be textual content.

U-Seize collects knowledge from name heart conversations or different enterprise audio or video data comparable to conferences. Then, U-Seize applies automation and related purposes to grasp and reformat the content material to supply teaching, evaluation or tailor-made responses (Determine A).

Determine A

The device additionally applies so-called emotion AI, which may learn sentiment and tailor its ideas and training to that sentiment. For instance, the AI system may let an irate buyer skip by means of a welcome message on a cellphone tree to get them to a human agent sooner, after which coach that agent on how you can reply.

SEE: AI can improve, not essentially change, jobs, Microsoft says. (TechRepublic)

“We re-engineered the Purple Field functionality on our platform, which is now referred to as and bought as U-Seize,” mentioned Umesh Sachdev, chief govt officer of Uniphore, in an interview with TechRepublic.

“As opposed to an information firm that simply purchased an AI platform, we’re an AI firm that by means of an acquisition, acquired ourselves a knowledge platform,” mentioned Sachdev.

A part of Purple Field’s attraction: Open structure

Some firms that bought contact heart software program aren’t allowed by their distributors to take their very own audio from the decision heart and use it for analytics; Uniphore needed to open up the methods wherein that knowledge might be used, whereas nonetheless holding the information safe.

“Purple Field was the third largest participant within the phase of name heart, audio streaming, recording and seize, and Purple Field was the one participant within the phase globally, which on its web site marketed that it’s an open structure,” mentioned Sachdev. “So it was the very ethos that we have been searching for to take management of our personal future. We don’t should be reliant on a third-party knowledge supplier to present us the information.

“With Purple Field, we’ve acquired entry to a few of the world’s most open format knowledge on recording, seize and streaming within the name heart. We acquired entry to a terrific management group, and the expertise that that they had constructed,” Sachdev mentioned.

Different new options coming to the X platform immediately embody pure language technology for summarizing chats and intent coaching for enterprise evaluation.

How Uniphore addresses safety and knowledge sharing issues

Umesh famous {that a} public AI comparable to ChatGPT isn’t significantly helpful for a extremely regulated firm in finance or telecommunications; a few of Uniphore’s largest prospects are in these fields. So, holding the information contained in the enterprise is each safer and extra sensible than feeding it out to a generative AI that trains on the complete web. However there are advantages to holding a few of the knowledge open, Umesh mentioned.

“Our prospects contractually enable us to be taught and enhance our fashions from the information that’s flowing by means of our system, so long as it’s anonymized and aggregated in any respect factors,” Sachdev mentioned. “At no level does the AI mannequin know the supply of this knowledge. It could possibly by no means hint it again to a person buyer or their file … it’s a few collection of tendencies or patterns.”

Uniphore builds knowledge redaction into its monitoring software program, that means that non-public knowledge comparable to bank card numbers are obscured.

Knowledge popping out of consumers’ name facilities is open in that it strikes by means of an API framework. Each Uniphore and the client firm are free to make use of that knowledge for no matter analytics they could want to run on it, whether or not that be by means of Uniphore or a third-party AI vendor.

“Firms are taking a look at increasingly more purposes of generative AI, and we’re going to see an explosion of the variety of purposes inside the enterprise in several departments by means of generative AI,” mentioned Umesh. “Which implies these firms want a knowledge layer which is open, which is quick and seamless [and] which is safe and dependable.”