How Artificial Intelligence Can Take Customer Service to New Heights

A Look at the New Interaction Analytics and Evaluator AI Features in UNIVERGE BLUE ENGAGE

You have probably heard some of the recent buzz around Contact Center Artificial Intelligence (AI) – how it is the wave of the future for Contact Center technology and smart business. Emily Potosky, Senior Research Principal for Gartner’s Customer Service & Support practice, describes in the 2022 Gartner report entitled “3 Ways AI Benefits Customer Service Organizations” that “Customer service and support leaders are optimistic about the value AI can provide and plan to substantially increase their adoption of AI capabilities over the next two years.” At the same time, she explains how there are conflicting messages about the real benefits of AI and the right solutions in which to invest. According to the report, insights, user experience, and process improvement are three key ways that AI can benefit customer service organizations going forward.

Contact Centers as Critical Touchpoints

As you certainly know, your business thrives on creating and retaining satisfied customers. Your Contact Center is a critical customer touchpoint, where the quality of your interactions can determine whether a customer becomes a passionate, lifelong company advocate or chooses to exit your customer base forever. This is why the power of AI to offer accurate insights into your Contact Center’s daily customer interactions is an appealing way to maintain oversight and drive continuous improvement for customer service, experiences, and processes.

Consider the immense value it would have if your organization could gather meaningful, actionable insights from the voluminous inbound and outbound calls your agents handle each day. Your collection of customer conversations holds tremendous value. However, no one in your organization has the time to review each and every customer conversation manually, and random sampling will simply provide an incomplete picture. The beauty of AI is that it makes the impossible possible.

Gather Actionable Insights and Enhance Customer Experiences with UNIVERGE BLUE ENGAGE

UNIVERGE BLUE ENGAGE from NEC is a Contact Center as a service (CCaaS) solution offering not only the benefits of enhanced call center functionality and remote-office flexibility for a low monthly fee per user, but also a powerful suite of AI features that are reason enough to move your entire Contact Center to the cloud today.

The Interaction Analytics feature for ENGAGE uses Artificial Intelligence to enable Contact Center supervisors and your leadership team to easily identify and focus on those conversations that matter the most to your business. By analyzing and tagging customer conversations for sentiment and designated keywords, the guesswork eliminated. Supervisors can gather powerful insights about customer experiences, review recorded and transcribed conversations of interest, act quickly to address trends or issues they see, and move your business ahead of customer demands and expectations. Insights from ENGAGE Interaction Analytics can also be leveraged to help with coaching and training employees and improving customer satisfaction overall.

Evaluator, another AI-powered tool for ENGAGE, utilizes sentiment analysis to monitor the performance of frontline agents and helps supervisors to easily identify those agents requiring additional training or coaching, allowing them to act instantly on specific conversations as needed. The tool also allows supervisors to provide constructive feedback to agents and for agents to respond to this feedback within the application, as a way to build employee skills and improve customer service levels and retention rates.

The benefits of AI can extend to every area of your business, through an effective keyword tagging strategy. For example, a customer service manager could stay informed of any conversations containing keywords like “cancel” or “unhappy,” to see how frontline users are handling these difficult conversations. Sales and marketing could flag competitor names or review conversations that have been flagged for positive or negative sentiments to identify new product value propositions or customer pain points. Product development could tag for keywords like “broken” or “missing,” to identify opportunities for product improvements or new features.

ENGAGE: Real Benefits, The Right Solution

Salesforce quote

According to a recent research study conducted by Salesforce, 88% of customers indicate that the experience a company provides is as important as its product or services, and 94% indicate that a positive customer service experience makes them more likely to purchase again. These customer statistics are really not surprising, but definitely help to explain why the right AI solution for any Contact Center needs to offer the real benefits of insights, user experience, and process improvements – as the Gartner report mentioned earlier explains. ENGAGE Interaction Analytics and Evaluator AI are the right solution for tapping into the wealth of information that is currently hiding in your daily customer interactions – insights that will allow your Contact Center and business to continually improve, create positive customer experiences, and soar to new heights.

Ready to learn more about UNIVERGE BLUE ENGAGE?

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Put Your Airport Data to Work: See Patterns, Forecast Needs

Each airline passenger follows a logical process through an airport, but it is unique. Travelers on the same flight will have a different path: some will check bags, some will grab a quick bite to eat, some will fly through security lines. Add the complexity of passengers dealing with canceled, rescheduled and connecting flights, and you will quickly see that consuming and processing the data collected at each point gets complicated.

However, it’s important to understand the data to see patterns and make decisions that can enable smoother operations and a more enjoyable experience. Data can be collected at each interaction throughout the airport, but the data is often seen in silos – not as a complete, comprehensive picture.

Relying only on seasoned employees to interpret and master the data alone is risky in today’s environment. Any turnover or absence in staff would affect the flow of vital information that can help decision makers adjust to everchanging needs and requirements in the airport environment.

Today, it’s important to be able to adjust staffing and services in real time because the customer experience at an airport is largely predicated on crowding and wait times. Especially in the age of social distancing, people have concerns around long lines and inefficient service. Trust in baggage handling is also a critical factor, as well as providing adequate amenities near gates.

KMD, an NEC Company has designed business intelligence software specifically for the needs of the air travel industry. For example, data analytics can be used to understand current processing times at a given security point, forecasting passenger traffic and determining the number of lanes that need to be open to keep wait times at an acceptable level. This is just one example of how data can be optimized to streamline airport operations.

In this whitepaper, KMD has outlined several airport-specific use cases to demonstrate how business intelligence and planning software can help ensure actionable data and its ability to improve operational performance.

To learn more about this software solution, checkout this three-page preview of this whitepaper to better understand the potential of KMD airport data analysis.

Be sure to visit www.necam.com/aviation to learn more about our aviation solutions.

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NEC Maintains Top Rank in 2022 NIST FRVT Report

NIST Ranked #1 Globally

  • #1 in Mugshot Identification
  • #1 in Border Security Identification
  • #1 in Mugshot Identification over age differences

At NEC Corporation, we take great pride in our legacy of creating the best technology in our field and our biometric authentication algorithms are no exception. Our #1-ranked National Institute of Standards and Technology (NIST) algorithms are trusted every day to provide accurate and secure results across sectors including commercial aviation, hospitality and the United States government.

Adding to this legacy, we are excited to share that NEC’s facial recognition algorithm earned the top ranking from NIST’s most recent Face Recognition Vendor Test across multiple categories.

NEC earned top recognition in the categories of Mugshot Identification both globally and in the United States, Global Border Security Identification, and Global Mugshot Identification over age differences, as well as Mugshot to Webcam Identification here in the U.S.

These rankings match the very real, positive impact our technology has on society every day. For example, U.S. CBP Deputy Commissioner, Troy Miller, recently shared in an interview1 that facial recognition technology, including our algorithm, has identified more than 1,000 imposters attempting to enter the country with false documents since 2018 – decreasing potential crime and creating safer communities.

For more than two decades, NEC has consistently surpassed competitors’ algorithms in the categories of accuracy and speed. This remains true even when demographic differentials including race and sex are accounted for and when subjects wear protective face masks. Our algorithm passed internal tests with a rate of over 99.9% in 1:1 verification when face masks of various colors and patterns were worn by individuals – ensuring security and supporting public health.

The latest NIST results showed NEC’s algorithm outperformed the entire field of 329 entries submitted from all over the world on mugshot identification. Our NEC-005 algorithm demonstrated a False Negative Identification Rate (FNIR) of just 0.0017 at a False Positive Rate (FPIR) of 0.001, respectively.

This same algorithm outperformed a field of 289 entries on Mugshot to Webcam identification with an FNIR of .0120 at a FPIR of .001.

NEC’s facial recognition algorithm is called upon by professionals across a diverse range of use cases in critical moments and is counted on for its reliable and accurate results. These use cases include criminal investigation, immigration, military security and national identification within the entertainment industry.

We have implemented more than 1,000 systems with our top-ranked fingerprint and face recognition technologies in more than 70 countries and regions around the world.

Our team works to create the most accurate and reliable product possible to ensure safe, accessible and enjoyable experiences for every person who uses our technology. While navigating access points can often be a hassle, we see a touchless and frictionless future made possible through our first-ranked biometric authentication algorithm.

To read more, you can access the full NIST report, here.

Learn more about our #1 ranked algorithm’s use cases here.

1. https://about.bgov.com/news/facial-scans-catch-impostors-at-border-as-agencies-embrace-use/

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NEC National Security Systems Showcases Digital Identity Solutions

NEC National Security Systems (NEC NSS) showcased its robust, cloud-native digital management platform, body worn solutions and iris recognition capabilities at the connect:ID 2021 conference, October 5-6 in Washington, D.C.

Enlightening Speeches & Future-Focused Conversations

NEC speakers presented and participated in illuminating interviews and discussions during connect:ID, including company leaders: Dr. Kathleen Kiernan, the newly appointed president of NEC NSS; Raffie Beroukhim, SVP and Chief Experience Officer and NEC NSS board member; and Kris Ranganath, Chief Technology Officer.

  • Dr. Kiernan delivered an opening keynote focusing on “Putting a Face on the Digital ID Generation.”
  • Ranganath presented “Decentralized Identity” during a summit speech regarding the benefits of decentralized identity management solutions.
  • As a board member of the International Biometric Identity Association (IBIA), Raffie participated in a panel discussion on key topics in advanced recognition for government agencies.

In addition, Allen Ganz, Vice President of Customer Experience, was interviewed on the topic of “The Future of Digital Travel.” Ganz, who has implemented biometric solutions in the aviation industry, shared information about the first curb-to-gate system for a commercial airline in the United States, which was unveiled at Atlanta’s Terminal F in 2019.

Authentication & Digital Identity Solutions

At the conference NEC NSS hosted a prominent booth showcasing their digital identity management and body worn solutions, that provide identity intelligence, by combining NEC’s best of breed matching algorithms with cutting edge wearable cameras.

They also displayed NEC Digital Platform, a highly secure and scalable digital identity management platform that effortlessly brings touchless experiences to countless use cases. The platform provides a unified experience for a variety of services and transactions by using a unique, multi-factor Digital ID based on biometric authentication and AI technology. It streamlines both physical and digital identities into a secure, privacy-driven ecosystem for a seamless, secure, more personalized, and intuitive customer experience.

Also featured was the new iris-face combo kiosk that seamlessly matches a user’s iris or face—or both modalities simultaneously—against an existing document. Using NEC’s proprietary eye detection technology and remote gaze detection, this solution provides biometric authentication under a variety of conditions.

To learn how NEC NSS provides vital biometric, AI and computer support to U.S. government agencies, please visit the website. You can also follow NEC NSS on Twitter at @NECNSSFed and on its LinkedIn page.

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NEC Announces Dr. Kathleen Kiernan as Permanent President of NEC National Security Systems

Today the entire NEC family celebrates the announcement of Dr. Kathleen Kiernan as permanent President of NEC National Security Systems, our FOCI-mitigated subsidiary that provides advanced technology solutions to the federal government. Raffie Beroukhim, Senior Vice President and Chief Experience Officer of NEC Corporation of America spoke for all of us when he said, “Kathleen is absolutely the right fit for us.”

Beroukhim went on to say, “In her almost three decades of experience in federal law enforcement, she’s seen it all and it’s that public-sector security expertise we want guiding us well into the future.”

NEC NSS was created to provide the world-class innovations of NEC Corporation in a specialized manner to the United States government. This mission has established the company as a leading provider of digital identity solutions and AI technology across defense, intelligence, law enforcement, homeland security and other agencies.

Kathleen KiernanWith Dr. Kiernan at the helm, we know NSS will continue to do all this and more.

While she has served as Interim President of NEC NSS for just two months, Dr. Kiernan’s combination of leadership experience and industry expertise has already proved invaluable to the company.

Dr. Kiernan is a 29-year veteran of Federal Law Enforcement and one of our country’s foremost experts in threat detection. Having previously served as Assistant Director for the Office of Strategic Intelligence and Information for the Bureau of Alcohol, Tobacco, Firearms, and Explosives (ATF), she knows firsthand what it takes to lead expert organizational strategy based in intelligence.

Her impressive resume reaches further, as Dr. Kiernan is also the Founder and CEO of Kiernan Group Holdings (KGH), a women-owned global consulting firm specializing in intelligence, law enforcement and national security. She is a recognized expert in strategic thinking, strategy development, and facilitating critical incident management exercises for senior leaders across public and private sector organizations.

You can see why she was our first choice for the position.

On making the transition to permanent President, Dr. Kiernan stated, ”These past two months at NEC NSS have been simply outstanding. Our focus on cloud-enabled digital identity management solutions and cutting-edge technology is being at the speed of need in the global environment, while also providing shared value to our communities is an unbeatable combination.”

As technology and our industry continues to evolve, visionary leadership that can see what’s coming around the corner and adapt as needed is more important than ever. In the years to come as NEC NSS continues to grow under Dr. Kiernan’s leadership you’ll want to stay up-to-date with news emerging from the company’s social media channels. You can follow NEC NSS on Twitter at @NECNSSFed and on their LinkedIn page.

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