Unisys has added embedded voice recognition technology as the latest feature of its digital workplace service, InteliServe.
By leveraging PerVoice’s Audioma technology within InteliServe, Unisys can provide clients with omni-channel support for users in multiple languages with natural speech recognition, regardless of their work location.
The technology enables Amelia, the InteliServe enterprise personal assistant, to create a consistent experience for users, understand the user’s intent, resolve common requests and transfer the call to the right resolver group as needed, significantly saving time.
“The shift to working from home during the pandemic has increased the number of service desk contacts”, claims Leon Gilbert, SVP and GM, Unisys Digital Workplace Services. “This type of automated technology directly leads to a better end user experience when engaging with enterprise services such as HR or the service desk. At the same time, it improves productivity by enabling support staff to focus on resolving issues.”
InteliServe helps clients energise and increase employee prdouctivity with workplace technologies that minimise frustration with IT support.
Along with “offering change management services and user-centric design to improve productivity and employee collaboration by anticipating their needs”, Unisys InteliServe delivers an extensive workplace automation platform, integrating artificial intelligence, robotic process automation, analytics and machine learning for an effortless employee experience applicable to human resources, finance, and business applications.
According to Unisys, for the third consecutive year, IT service management company Gartner has positioned the company in the Leaders quadrant of its February 2021 Magic Quadrant for Managed Workplace Services, North America.