Inference Solutions

San Francisco, CA

www.inferencesolutions.com

855-464-8222

Customer Service: Call center automation (CCA), Chatbots on web sites (BOT), Messaging applications (MES), Agent support (AS)

Enterprise applications: Human Resources support (HR), Interfacing with enterprise software (ES)

Analytics

Scope: Full

System: Cloud-based (CLD)

Summary

  • Inference Solutions specializes in providing Intelligent Virtual Agents (IVAs) for voice, SMS, WhatsApp, web-based chatbots for customer self-service.
  • IVAs supports speech recognition, natural language processing, text-to-speech, voice biometrics, transcription, and API integration.
  • Inference Studio is the company’s development environment. It supports building self-service apps that use Google Conversational AI services including speech-to-text, Wavenet text-to-speech, and Dialogflow, along with fulfillment, through Inference Studio.
  • Inference IVAs can be resold by telecommunications carriers as well as Unified Communications and Contact Center software providers.
  • Inference’s Virtual Agents can help organizations avoid violations and penalties by collecting sensitive customer data without revealing information to a human agent.
  • The company has a number of pre-built solutions such as customer loyalty, post-purchase satisfaction, and employee opinion surveys; subscription reminders; payslip requests; appointment maker; order lookup; and credit card payments.
  • Inference IVAs support integration with Salesforce and Cisco Customer Journey software.
  • Inference’s biometric solution enrolls a caller by their voice and verifies later connections.

Delving Deeper

Inference Solutions provides Intelligent Virtual Agents (IVAs) for customer service and employee support. They support multiple channels, including call centers, SMS, WhatsApp messaging, and web-based chatbots.

Inference IVAs can be resold by telecommunications carriers as well as Unified Communications and Contact Center software providers. For example, Inference is resold through Cisco BroadSoft. Telecommunications service providers can build an Intelligent Virtual Agent that, for example, automates outage reporting.

Inference Studio is a development environment that requires little or no coding. Users build IVAs to perform specific tasks. The interface contains a pre-built task library that has a number of applications designed specifically for retailers, and can be customized for specific tasks. Inference IVAs can use the latest Google Conversational AI services including speech-to-text, Wavenet text-to-speech, and Dialogflow along with fulfillment through Inference Studio. Google Natural Language Processing can be used to capture and store addresses, among other tasks.

Inference Studio supports integration with popular eCommerce and Workforce Management solutions that support RESTful APIs. Inference was also designed to work with leading Unified Communications and Contact Center platforms. The solution can also integrate with existing store infrastructure such as paging systems, as well as IoT devices like the Amazon Enterprise IoT button.

The company’s Virtual Agent Task Library includes pre-built solutions such as customer loyalty, post-purchase satisfaction, and employee opinion surveys; subscription reminders; pay slip requests; appointment maker; order lookup; and credit card payments.

Integration with Salesforce includes personalization (greeting callers by name and taking proactive action based on Salesforce data) and creating Salesforce cases (transcribes the callers input into a new case under their contact info). IVAs can also connect with the Cisco Customer Journey platform. Inference’s Virtual Agents can help organizations avoid violations and penalties by collecting sensitive customer data without revealing information to a human agent.