.png)
The use of intelligent virtual assistants is a growing trend among companies interested in making the relationship with their customers, in different channels, more natural, efficient and human. In order to meet this demand - mainly resulting from the change in consumer behavior and digital transformation - CPqD is launching a platform that uses Artificial Intelligence resources to automate customer service in text and voice channels.
“This pioneering platform makes it possible to create and manage virtual assistants in a simple way”, says Luciano Lemos, Product Marketing specialist at CPqD. “Its resources allow us to understand and meet customer needs efficiently and quickly, in any relationship channel”, he adds.
The executive explains that the platform's natural dialogue understanding technology allows people to talk naturally with virtual assistants, which humanizes the dialogues during the service and eliminates the need for pre-established flows. “One of the solution's differentials is the possibility of using two natural dialogue engines: a technology from CPqD or IBM's Watson. With this, we give flexibility to the creation of virtual assistants”, emphasizes Lemos.
In order to increase the effectiveness of service on the telephone channel and ensure a good user experience, the new solution – called CPqD Virtual Assistant – uses CPqD's speech recognition technology, already integrated into the platform, facilitating the implementation of applications. Through this technology, the customer's speech is transformed into text, in real time, to then have their intention interpreted with the use of Artificial Intelligence. “The combination of speech recognition and Artificial Intelligence gives virtual assistants a high effectiveness, as it allows them to understand users' questions and answers within a wide vocabulary, including regionalisms and slang, formal or informal language”, explains Lemos. To respond to the user, the virtual assistant uses the CPqD Text Speech solution, which converts text into high-quality voice.
Lemos adds that the telephone service can be done either through an IVR (Audible Response Unit) – with integration via call transfer or not. In case the company does not use IVR, the CPqD solution can be integrated with a VoIP module (with SIP interface) to perform inbound and outbound calls, taking advantage of existing telephony resources (PABX, media gateways, dialers, etc.).
Regarding digital channels, Messenger, Facebook, Web Chat, Mobile Chat, e-mail and SMS are available in this first version of CPqD Virtual Assistant. “Another important differential of the solution is the possibility of voice interaction on digital channels, using CPqD speech technologies, with different voice options – which can be easily exchanged”, highlights Lemos. “In addition, in all channels, it is possible to manage conversations and check the performance of the services, in order to identify subjects that were not trained and start to deal with them”, he concludes. The new CPqD platform is the result of a project developed in partnership with the company PGMais, with the support of resources from EMBRAPII.
“This pioneering platform makes it possible to create and manage virtual assistants in a simple way”, says Luciano Lemos, Product Marketing specialist at CPqD. “Its resources allow us to understand and meet customer needs efficiently and quickly, in any relationship channel”, he adds.
The executive explains that the platform's natural dialogue understanding technology allows people to talk naturally with virtual assistants, which humanizes the dialogues during the service and eliminates the need for pre-established flows. “One of the solution's differentials is the possibility of using two natural dialogue engines: a technology from CPqD or IBM's Watson. With this, we give flexibility to the creation of virtual assistants”, emphasizes Lemos.
In order to increase the effectiveness of service on the telephone channel and ensure a good user experience, the new solution – called CPqD Virtual Assistant – uses CPqD's speech recognition technology, already integrated into the platform, facilitating the implementation of applications. Through this technology, the customer's speech is transformed into text, in real time, to then have their intention interpreted with the use of Artificial Intelligence. “The combination of speech recognition and Artificial Intelligence gives virtual assistants a high effectiveness, as it allows them to understand users' questions and answers within a wide vocabulary, including regionalisms and slang, formal or informal language”, explains Lemos. To respond to the user, the virtual assistant uses the CPqD Text Speech solution, which converts text into high-quality voice.
Lemos adds that the telephone service can be done either through an IVR (Audible Response Unit) – with integration via call transfer or not. In case the company does not use IVR, the CPqD solution can be integrated with a VoIP module (with SIP interface) to perform inbound and outbound calls, taking advantage of existing telephony resources (PABX, media gateways, dialers, etc.).
Regarding digital channels, Messenger, Facebook, Web Chat, Mobile Chat, e-mail and SMS are available in this first version of CPqD Virtual Assistant. “Another important differential of the solution is the possibility of voice interaction on digital channels, using CPqD speech technologies, with different voice options – which can be easily exchanged”, highlights Lemos. “In addition, in all channels, it is possible to manage conversations and check the performance of the services, in order to identify subjects that were not trained and start to deal with them”, he concludes. The new CPqD platform is the result of a project developed in partnership with the company PGMais, with the support of resources from EMBRAPII.
EN 
PT 
