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Filipinos are willing to explore the use of artificial intelligence (AI) and automation to improve video call experiences. This is one of the results of a survey by Uniphore, a company that offers conversational AI solutions and services.

Video calls have become the main means of communication during the pandemic as people are prevented from going out as a way to curb the spread of the virus. However, as the months went on, the novelty waned and employees experienced video fatigue.

“Due to the challenges of increased video calls, the survey reveals that we have seen an increased interest among Filipinos to use AI and automation tools to improve video call experiences,” said Ravi Saraogi, co-founder and President, Uniphore, Asia Pacific. “(The survey found) consumers believed AI can help with facial expressions with 62% saying that AI or automation can help them provide engagement tips based on different emotional behaviors of the speakers.”

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About 46% of the respondents said it can help develop deeper connections with participants if the AI tool can highlight more information about the speakers.

The survey respondents are 2,100 from Australia, India, Indonesia, Japan, Malaysia, SG, PH, UAE, and Vietnam and 1,000 from the US.

Machine learning

“Through the use of AI and machine learning, companies can enhance communication by adding the ability to better understand engagement levels and emotions of participants and ultimately drive better business results,” Saraogi said. “Uniphore is actually the only vendor capable of providing a complete platform, including low code no code capabilities, along with best of the breed voice and video, AI and automation capabilities globally.”

Uniphore acquired two companies including an emotion research company and a contact center automation software provider to further strengthen its conversational AI platform.

Saraogi believes that in the area of customer service, companies will find the use of conversational AI not only convenient but also assures them of enhanced customer service.

“Customer service was only looked at as a point of interfacing with the customer,” Saraogi said. “But a lot of investments had gone in the back end. Our true belief is that if one has to really look into customer service, then one has to fix the front office, which is the contact center communication — the future of customer service is conversational automation.”

Uniphore’s conversational automation gives customer service agents improved quality of agent conversation, automating agent tasks, automatic disposition, capture, and after-call work all with an underlying analytics and security layer.

Analytics

“Our platform includes speech analytics, virtual assistant voice biometrics that can change the way enterprises engage today with their consumers and help them build loyalty and realize efficiencies,” Saraogi said. “Uniphore’s Conversational Service Automation has the highest voice accuracy in the industry today. It also has the broad broadest language coverage, best latency, response times, and a higher degree of heritability of intent.”

Uniphore’s Conversational Service Automation covers Asian and European languages and also deals with a variety of accents of English ranging from US English, UK, English, to Indian English to Singapore, English to Filipino English, and Australian English.

“In the future, when real customer service is pervasive and woven into the fabric of our everyday lives, Uniphore will provide human-like conversation that is accessible through any interface people might be using,” Saraogi said. “That is what we envision going forward; how we can use our products and services in line with large enterprises in the future.”