Telco, Media & Services

[Industries]

TelCo, Media, Utilities & Services

Deep understanding of relations with customer base and new real-time tools available to intervene on new opportunities or on churn prevention.
Almawave solutions exploit the potential of AI and natural language-based technologies for a data-driven management of the company and customers, optimizing internal operations performance.

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Information Management

Information Management

[Target]

[solution]

The solution enables the data-driven decision-making process, ensuring interoperability, accessibility, and transparency, as well as process simplification.
A unified vision of data and structured (database) and non-structured (documents) information to query information assets in natural language, also in dialogue mode, and allow a wider and more immediate fruition for employees and customers.

Products implemented

Iride KM

Iride TextAnalytic

Iride wavebot

[solution]

The solution enables the understanding the perception of customers on the quality of the offering, for a continuous upgrade of services.
Advanced opinion and sentiment insight is executed through qualitative and quantitative analysis of the social channel.
The key target of understanding customer needs gets enriched and completed also through the capability to analyze requests received over multiple institutional channels of contact, voice or text (e.g.: Contact Center, e-mail, chat and enterprise portals). An End-to-End model putting the customer at the center, in full compliance to privacy, for a continuous evolution of services.

Products implemented

Iride Aware

Iride TextAnalytic

Iride voice

[solution]

The solution enables to analyze and search in natural language information and data from “web open sources”, in multi-language mode.
Topics of interest can be easily and automatically detected; most relevant concepts and entities can be retrieved to extract knowledge to share within the company (for instance via means of newsletters, and/or portals).
An agile and very complete process to manage topics of interest, transforming and enriching internal communication.

Product implemented

Iride km

[solution]

The solution enables the safeguard of audio-video information assets, the migration of data from obsolete storage media (films, audio tapes, CDs) to a lasting multimedia repository, making them navigable and searchable, through a full and easy accessibility mode, also in natural language.
An important value added to protect and enhance valuable contents.

Products implemented

Verbamatic

Iride km

[solution]

The solution enables the acquisition of news and multimedia contents directly from global broadcasting companies, in near real-time mode, and the availability of an advanced search engine to access contents of interest, together with full transcription.

Platform implemented

Audioma

[solution]

The solution enables the verbalization, transcription and subtitling of spoken Board meetings, with audio file synch in multi-language translation.
Universal access to contents also for people with hearing difficulties or problems in understanding the Italian language.

Products implemented

Verbamatic

flyscribe

[solution]

The solution for the automation and optimization of the Verbal Order process (voice conversations over the phone regarding the subscription of contracts and/or economic transactions) by Contact Center agents, for the tutorship and the warranty of both parties, the correctness and transparency of the subscribed contract and information provided.

Product implemented

Iride Verbal Order

Natural interaction

Natural interaction

[Target]

[solution]

Four multi-channel solutions for dialogue interactive management in natural language (text & voice), available in H24/7x7 mode and organized, for instance, into:
- providing with information and automating processes, with tangible benefits in terms of customer experience and operations cost crunch
- • managing End-to-End customer contacts, by automatizing specific business processes
- understanding employee requests, received by the Service Desk, to provide with support in the field of ICT or automatize internal management processes
- supporting, in the field of HR, new employees in the onboarding process, with real-time involvement of a subject matter expert (human-in-the-loop)

Products implemented

wavebot

call

[solution]

The solution supporting Contact Centers, enabling cross-interaction with customers, from traditional human-to-human communication (via phone, e-mail, social network, messaging) to interaction with conversational agents.
Integrated with Iride® Wavebot virtual agents, it manages the multi-channel acquisition and retrieval of information from external systems, classifying contents and analyzing the reasons for contact to provide with an effective and timely reply to customers.

Products implemented

Iride channel hub

call

[solution]

The solution enables the navigation of different Knowledge Bases in natural language. It integrates with the main CRM and documental systems, enabling to overcome old models of document indexing through metadata and keywords, providing with natural language-based content navigation supporting operations processes.

Product implemented

Iride km

[solution]

The solution enables the automatic management of communications received through different channels of contact – certified e-mails, faxes, e-mails – via means of content classification and request assignment (dispatching) to “subject matter experts” and competent organization Depts.

Product implemented

Iride text analytics

[solution]

The solution, based on a unified and dynamic Front-End, enables the easy interaction with legacy systems, real-time retrieval of information present on the different platforms, supporting process automation (RPA), simplifying the effective management of contacts.
Interactions with customers become easy, fast, resolutive.

Product implemented

Iride CM

[solution]

The campaign management solution enabling the automation, with different modes, the dispatching, and retrieval of information over different channels of contact, and quality monitoring of provided services.
Quality surveys are natural language-based, collect and analyze precious feedbacks for service upgrade.

Product implemented

Iride Call

[solution]

The solution enables the training process management through e-learning sessions, with gamification tools and simulation of operations processes. Functionalities also include post-training evaluation.

Product implemented

Iride trainer

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