Listen to customers across communication channels in real-time and analyze interactions using machine learning (ML) algorithms and artificial intelligence (AI). Identify context to initiate back-end processes and drive appropriate actions for meaningful responses and faster resolutions.
Digital Sensing Capabilities of NewgenONE Platform
AI-driven Learning
Supervised ML models based on neural networks to determine intent, classification, and sentiments. Natural language processing and named entity recognition for extracting relevant information
Ready-to-use, language-agnostic ML models for different verticals
Multi-channel Interactions
Anytime, anywhere engagement with customers in their preferred communication channels
Unified, single-stream interactions across all connected networks to enable monitoring of incoming messages
Case Routing and Prioritization
Auto-routing of customer queries, complaints, etc. to relevant departments
Prioritizing cases based on urgency, customer requirements, agents’ skill sets, and workload
Automated Response and Engagement
Delivering automatic, personalized, and contextual responses instantly
Tracking and reviewing historical customer interactions and events for a holistic view
Monitoring, Reporting, and Insights
Comprehensive and customizable dashboards, graphical charts, and reports with active, on-demand, and predictive analysis
Auto-generated insights to enable real-time decision making and to improve customer experience
Platform APIs
Out-of-the-box REST APIs for quick integration with on-premise, cloud, and hybrid-deployed systems
Integration with existing IT systems and business applications for seamless information flow
