Customer Experience Automation | Realflow.ai

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

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

200+ APIs

Enterprise-grade Security

Download Specifications (PDF)

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

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I am listening

Human-centric and AI-powered

Customer Service Delivery

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