Uniphore Self-Service Agent

What Uniphore Self-Service Agent is

Uniphore Self-Service Agent automates conversational customer service across voice, chat, and text. Its agents use generative AI, knowledge AI, and multimodal conversational AI powered by enterprise large language models to interpret inquiries, reason from real-time session context, and work toward resolving issues. If human attention is needed, an interaction can be transferred to an agent with its complete context. Teams can build agents from historical conversation data or business process documentation, then evaluate performance before deployment. Voice setup includes speech recognition, text-to-speech, and telephony settings. Agents can connect with enterprise infrastructure, including telephony systems and other digital channels, and the service lists workflow actions, multilingual support, and API access. Uniphore describes guardrails intended to prevent unwanted activities, hallucinations, and toxicity. It states that it is ISO/IEC 27001:2022 certified, a Level 1 PCI DSS Service Provider, and SOC 2 Type II certified. UI and API network communications use HTTPS/TLS 1.2 or higher, and Service Data is encrypted at rest in AWS using AES-256. Customers can choose US-only or EEA Service Data locations. Availability is limited to selected customers, and some features may not be available to everyone.

Who it suits

Self-Service Agent suits customer service teams seeking automated voice, chat, and text interactions with a human handoff option. It may fit organizations that want to build and evaluate agents using their own conversation data or process documentation.

Limits

Availability is currently limited to selected customers, and some features may not be available to every customer. Pricing is on request.

Getting started

1. Visit the Uniphore website.
2. Contact Uniphore about the Self-Service Agent, whose availability is limited to selected customers.
3. Configure speech recognition, text-to-speech, and telephony settings for voice channels.
4. Build agents using historical conversation data or business process documentation.
5. Evaluate agent performance before deployment.

Verdict

Self-Service Agent combines automated conversations, agent building, evaluation, and human handoff. Availability is restricted to selected customers, so confirm access and feature availability with Uniphore.