ASAPP launched AutoTranscribe, a real-time, speech-to-text transcription service for contact centres to provide deep insights into voice interactions. AutoTranscribe supports both live call streams and call recordings and automatically redacts personally identifiable information (PII) via web socket or API. Text of the conversation, with each utterance identified by agent or customer, is delivered via API […]
Pegasystems launched Pega Voice AI and Messaging AI, two solutions that analyse live customer service conversations in real-time to help agents resolve service requests. These AI solutions operate as copilots for agents, listening to live voice and chat conversations, recommending steps to resolution, off-loading manual processes like data entry or searches, and analysing intent to […]
Lucidya, the Saudi-based customer experience management platform, has announced its second round of funding of $6 million led by Rua Growth Fund with participation from M.A.L Ventures and AlRashed Group, and other international Venture Capitals. Existing Lucidya investors also participated in the round, including Venture Souq. Lucidya’s solution empowers organisations to understand and better serve […]
How conversational AI bots can help create contextual engagement
