Human-centric. AI-powered
Fully-integrable enablers powered by artificial intelligence
10 innovations that set us apart
Real-time monitoring of automated voice and text service interactions
Incognito escalation and multi-agent fulfillment of a single or multiple cases
Real-time agent alerting via case fulfillment progress and status signaling
Omni-channel case queuing with priority signaling and intelligent rerouting
Instant human agent intervention with rapid application switching
Predictive next-probable customer intent and prescriptive next-best agent action
Intent-driven activation of supporting web and desktop agent applications
Conversational auto-threading for single, chained or compounded inquiries
Conversational auto-smoothing for customer dead-air avoidance
Real-time, post-production, agent voice synthesis and manipulation
Plug-N-Play architecture
ARTIFICIAL INTELLIGENCE (AI) PLATFORMS
Natural Language Understanding (NLU)
Natural Language Generation (NLG)
Machine Learning (ML)
CALLER SENTIMENT /
INTENT RECOGNITION
RESPONSE GENERATION
SERVICE CHANNELS
SPEECH + TEXT
COMMUNICATIONS
INTERACTION MANAGER
APPLICATION VIRTUALIZER
INQUIRY PROCESSOR
SIP SOFTPHONE
PROCESS AUTOMATION
PROCESS AUTOMATION
PLATFORMS
Web
Applications
Desktop
Applications
ERP/CRM/CC
Integrations
APPLICATION
ACTIVATION
INQUIRY
FULFILLMENT
YOUR INFRASTRUCTURE
Enterprise Resource Planning (ERP)
Customer Relationship Management (CRM)
Call / Contact Center (CC)
Web Applications
Desktop Applications
Data Retention
Staying compliant by retaining interaction logs between artificial/human agents and customers
Fault Tolerance
Enabling user isolation and rapid system recovery to protect your operation in the event of system failures or breaches
Audit Logs
Maintaining chronological record of user activities in the platform, including agent deployments and policy updates
User Authentication
Utilizing Basic Auth, OAuth 2.0 or API Keys for user authentication and authorization
Data Encryption
Protecting application data using HSM managed cryptographic keys and AES-256 encryption
Secure Messaging
Encrypting all communications with TLS v1.2 using Forward Secrecy (ephemeral Elliptic Curve Diffie–Hellman)
DBs
Connect to all leading
database platforms including
MS SQL, Oracle, MySQL, and Sybase
MLaaS
Connect to the BIG 4
Machine Learning as a Service platforms
including Amazon, Microsoft, Google, and IBM
RPA
Connect to the prominent
Robotic Process Automation platforms
including UiPath and AutomationAnywhere
ERP
Connect to 135+
Enterprise Resource Planning systems
including Netsuite, Bitrix, Sage and SAP
CRM
Connect to 50+
Customer Relationship Management systems
including Salesforce, Zoho, and SalesNOW
Call Center
Connect to 25+
Call Center systems including Five9, Zendesk, Twilio, Nice, and Genesys
Seeing is believing
In 45 minutes, we will demonstrate what you thought was impossible, and challenge your customer service strategy, for the better
AI built for a purpose
Sentiment Analysis
Enable human and artificial agents to determine the best course of action by understanding the true emotional state of the caller, in voice and text
Intent Recognition
Always be certain about why customers are contacting you. Through our Natural Language Processing (NLP) models, we recognize customer intents as they are naturally expressed in conversations
Entity Extraction
Deliver hyper-personalized customer experiences by accurately identifying all parameters required to answer questions and fulfill inquiries
Predictive Action
Increase human agent readiness and responsiveness by leveraging our predictive models with integrated Machine Learning (ML) capabilities
Intelligent Inquiry Processing
Expedite attended and unattended processing of customer inquiries by combining application virtualization and Robotic Process Automation (RPA)
Amended Entities
Identify entities
expressed randomly in a conversation
Sensitive Data Redaction
Identify and redact
Personally Identifiable Information (PII)
Dynamic Entities
Identify entities that are mentioned
in the context of specific conversations
Composite Entities
Identify a set of entities that
naturally belong together
Named Entity Recognition (NER)
Train artificial agents to identify
specific entities like Date and Time
System Entities
Identify entities residing in
specific business applications
Long-term Memory
Carry out long conversations
based on retained information
Multiple Languages
Converse with your customers
in the language of their choice
Regionalism
Detect local terms
and culture-specific jargon
Compounded Intents
Identify multiple intents
within a single sentence
Chained Intents
Identify a single intent expressed
in more than one sentence
Contextual Awareness
Take accurate action based on the
relevance of sequential intents
Text-based
Classification of caller utterances based on detected levels of anger, disgust, fear, sadness, joy, and positivity
Voice-based
Algorithmic analysis of caller sentiment
based on pitch, loudness and tone detected in speech
Business App
Utilize computer vision and image recognition
to automate rules-based processes in enterprise applications
Screen Scraping
Automate data extraction
from desktop and web user interfaces
Next-probable Escalation
Elevate cases with high likelihood
to require human intervention
Next-probable Intent
Project follow-up intents with high likelihood to come up next in the conversation
Next-best Action
Expedite inquiry processing by providing real-time agent guidance
Desktop
Automate human actions
on the application user interface
Web
Automate human actions
on the browser interfaces with HTML pages
Watch Realflow in action
FREE WHITE PAPER
Go ahead,
I am listening
Human-centric and AI-powered
Customer Service Delivery