In the ongoing GITEX 2018 technology conference in Dubai, American communication technology firm Avaya Holding Corp presented a voice solution that integrates AI and biometrics with real-time sentiment analysis which company claimed would help businesses in managing their customer and employee.
“Voice remains the cornerstone of customer service, and there is a clear opportunity for its extended application to enrich customer journeys,” stated Chris McGugan, Avaya senior vice president of Solutions and Technology.
The company which recently came out of Chapter 11 said that it was expanding the capabilities of its software development kit which includes ecosystem partners and internal developers incorporating conversational AI, natural language processing, analytics, and cognitive machine learning to enhance the capabilities of Avaya's solutions, and merging UC and CC for a more connected enterprise experience.
At the event, the company is also showcasing a conversational IVR for biometrics integration and sentiment-based routing of calls that it says will allow customers to make inquiries and receive an immediate, considered response either on digital channels from the most capable service agent or back office expert via a context-rich, personalized experience.
The company informed that it was also integrating cognitive services from organizations such as Microsoft and Google in its Equinox Unified Communications platform, this it believes would help in delivering voice-enabled virtual assistants for the enterprise.
