THE TROVE DALLAS DRIVER

So far, Uniphore technology is used in eight countries, including the United States and India, but the company hasn’t landed clients in Europe, Australia and New Zealand. Uniphore recently raised a $51 million in funding and has plans to grow to 300 people, 200 of them in India, by the end of their fiscal year next March. The company is in a major growth phase and the goal is to reach $100 million in revenue in 2021. Today, Uniphore is expanding well beyond these three offerings while remaining completely focused in the call center market. We are reimagining security and privacy in the new call center world.”Īll three products were released in 2015, when the company received its first round of major funding.

And so we can do a biometric check on our voice. “What we don’t realize is much like our fingerprint and our face, our voice is unique. “You have to now rethink and worry about security and privacy,” Sachdev says. Instead of a call center representative verifying a customer’s identity with the answer to a secret question, date of birth or other personal information that can be found with a simple Google search, a customer’s voice is his or her password. The third offering, amVoice, is still in the early stages of development. Think of it as a virtual call center agent, Sachdev says, saving time for call center representatives and saving money for companies. Its application is for the quick questions that don’t need to be answered by a human - for example, a question about when a payment is due. You’re not getting frustrated because your voice is heard.” Co-founders Umesh Sachdev (left) and Ravi Saraogi.Īkeira, another product, is growing even more rapidly than auMina. And for you the consumer, it is a dramatically better experience. It’s cutting down the time it takes at doing these tasks and therefore saves money for the enterprise. “This is AI that is now assisting the call center representatives,” Sachdev says. After the call ends, auMina summarizes the interaction, saving about three minutes per call that the representative would normally spend typing up this summary. It also fills out the form as the representative is talking to you. Instead of you being placed on hold, auMina presents the call center representative with information about the right credit card for you as soon as you mention the type of card you are seeking. “Every time the representative puts your call on hold is an opportunity for AI to come in,” Sachdev says. The call center representative puts you on hold to look for the right type of credit card for you, then puts you on hold again to retrieve your information and fill out a form for you. For example, you call your bank to talk about getting a new credit card. Sachdev describes it as artificial intelligence combined with automation capabilities that assists the call center representative during and right after a customer call.

THE TROVE DALLAS DRIVER

Uniphore’s main offering is auMina and currently is the primary revenue driver at the company. And there’s a ton that AI and automation will do in the future to make that experience better.” We all face it every week, every month as consumers. “Customer service is a very large opportunity - it’s a $350 billion industry. “We are sitting on a treasure trove of opportunity,” Sachdev says. Clients include major insurance, banking, IT services and other multinational companies like NTT Data in Japan and BNP Paribas.

Now, with more than 160 employees worldwide, Uniphore has set up its second headquarters in Palo Alto and expanded to locations in Singapore and Dallas Texas in addition to India. One company is aiming to make this experience less frustrating for customers and more efficient for companies by using artificial intelligence to analyze and then automate actions based on conversations.Ĭo-founders Umesh Sachdev and Ravi Saraogi began developing Uniphore 11 years ago in India, incubating their technology at IIT Madras, the country’s top engineering institute. Customer call centers - we’ve all contacted them, to complain about an incorrect shipment or a non-working product, to report a stolen bank card or reschedule a missed flight.

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