Uniphore reveals conversational AI portfolio with features from Jacada

Uniphore has now launched a new version of its Conversational Automation platform and some other solutions post integrating the features of contact centre automation software provider Jacada.

In the month of July, Uniphore revealed that it would acquire Jacada and has now finished the integration of the Israel based company’s features into its own platform.

Umesh Sachdev, CEO and Co-founder of Uniphore, said, "I’m extremely proud of the work that the teams at Uniphore and Jacada have done to make the integration of the Jacada platform into ours smooth and seamless. The power of the two platforms coming together, along with our future innovations in the CA space, will truly transform the customer experience in a range of industries, from sales and marketing to education, HR, healthcare and beyond."

Dan Miller, a Lead Analyst and Founder at Opus Research, said, "Conversational Automation really is the next frontier in digital transformation. Organizations have an urgent need for platforms that provide end-to-end support for the customer experience. With the acquisition of Jacada and the integration of its low-code/no-code interface and unattended RPA capabilities, the potential for Uniphore’s platform grows beyond contact centres and customer service to truly enterprise-wide applications."

The AI startups' new integrated solution will combine conversational AI, Robotics Process Automation (RPA), workflow automation, no-code capabilities and a more User-Friendly Interface. This, in turn, will help the contact centre agents to offer more personalized and empathetic interactions.

The Conversational AI platform will include emotion, intent and sentiment analysis; this will now combine with the Jacada workflow and desktop automation solutions to provide agents with the solutions for agents known as U-Assist.

The agent assist solution will guide agents in a real-time scenario and will gauge customer intent, emotion, conversation content and sentiment. The agent promises on the call are then registered, and then automation is applied to make sure their fulfilment.

Apart from that, the integration of Jacada’s UI will now feature on the Uniphore Conversational AI Platform to bridge the gap between the modern-day automation and legacy system.