U-Assist is a real-time assistance and automation platform for Contact Centers. It helps to drive higher Agent efficiency and compliance, and provides a truly enabling conversational service.
U-Assist listens to and analyzes caller Intents and sentiments in real time, and provides timely guidance, assistance and task automation to Agents using a simple, intuitive, browser-based UI.
Uniphore customers can use U-Assist to provide an Agent with real-time coaching and assistance, and help to significantly improve Agent productivity both during a call and after a call, using advanced Uniphore conversational AI capabilities.
U-Assist provides fine grade access control to make user authorization more secure. These features are governed by Uniphore's Role-Based Access Control (RBAC) capabilities, along with the selected set of features to which a given role is allowed access.
The following are features provided in U-Assist:
Feature Name |
Description |
|---|---|
Manage Alerts |
Ability to create, update, view and delete Alerts |
Manage Entities |
Ability to create, update, view and delete Entities |
Manage Call Summary Templates |
Ability to create, update, view and delete Call Summary Templates |
Manage Dispositions |
Ability to create, update, view and delete Dispositions for each call reason or intent |
Manage Model Training |
Ability to train models |
Import Transcript Data |
Ability to import transcript |
View AI-based Agent Assistance |
Ability to view all aspects of the conversation flow, clickable AI-based suggestions for data fields, AI-based Alerts, AI-based answers to Frequently Asked Questions, Call Summary and Disposition value for each intent or call reason |
View Supervisor Desktop Widgets |
Ability to view the supervisor desktop widgets like Agent-specific alerts, live agents and customer details and feedback to be sent to Agents in real time |
