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?

Contact Us Today

Please let us know if you have any questions or concerns. Fill out the form, and we will get back with you.

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/

Contact Us Today

Please let us know if you have any questions or concerns. Fill out the form, and we will get back with you.

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.

Contact Us Today

Please let us know if you have any questions or concerns. Fill out the form, and we will get back with you.

Exploring the Diverse World of Biometrics at AFIS 2018

Our 32nd Annual AFIS Internet Users Conference, held in Reston, VA, was a highly successful event. It brought together professionals from around the globe, and with its proximity to our nation’s capital, we were pleased to host a number of our Federal clients as well. Together, we explored opportunities and issues impacting the public safety and law enforcement community in the near and long term future. In this time of digital transformation, attendees learned more about new techniques in forensics, experienced the latest in identification technology solutions, and how biometrics and AI can help provide a more secure, convenient and frictionless experiences for all of us.

This year’s conference was enhanced by dynamic speakers from U.S. and international law enforcement agencies (e.g. Toronto Police Services) and U.S. Federal government agencies discussing their use of biometrics and analytics technologies in meeting their challenges and success stories.

Our keynote speaker, none other than Secretary Tom Ridge, the First Secretary of U.S. Department of Homeland Security and former Governor of Pennsylvania, kicked off the three-day event discussing the evolution of our country’s security profile, the role technology plays in securing our borders, and the trends impacting local, regional and state public safety officers and investigators.

In parallel, NEC showcased its latest identification technologies that are helping federal, state and local agencies with new ways to solve crimes, predict threats, capture data, improve public safety and security. Some of the highlights include:

  • Interactive expertly guided tenprint workshops with hands-on experience with NEC’s Integra-ID® iBW, the latest in fingerprint technology processing
  • eGate Solution for Airport and NeoFace® Express showed how frictionless identification can simplify and enhance a passengers experience while increasing security
  • NEC Enhanced Video Analytics (EVA) represents the latest biometric and video analytics technology allowing for instant detection, identification and tracking of suspicious individuals in a crowd
  • NeoFace® Reveal and SmartScan exhibits gave an up-close and personal encounter for many AFIS Internet members as they transition to facial recognition disciplines in addition to fingerprint and tenprint identification work

One of the highlights of the conference is the opportunity to network and socialize with other like-minded professionals who are facing the same issues and daily challenges. The Winery at Bull Run was a unique venue that provided a fun atmosphere of comradery for our two groups!

The conference closed with the 2018 AFIS Awards Banquet. This was a time to recognize the newly elected AFIS Internet, Inc. Executive Board and to honor recipients of the AFIS Internet 2018 “Biometric Hit of the Year Award.” Deputy Norman Kandil with the Hamilton County Sheriff’s Office was recognized for his use of the new Facial Recognition program on a theft case that not only resulted in the arrest of the unknown suspect; it also took the Detective down an unknown path that ultimately lead to the conviction and sentencing of two additional suspects. Hector Hernandez with the Bexar County Sheriff’s Office received the award for his work as a Latent Print Examiner on a human smuggling transport case resulting in the death of 10 immigrants. Other agencies were unable to identify the tenth victim, but Hector was able to get an impressive Print (Finger) hit to positively identify the last victim. Congratulations to all, with our sincere gratitude for your service!

I would like to express my sincere thanks and appreciation to the AFIS Internet Board and our host agencies, the Virginia State Police and the Virginia Department of Forensic Science, for their dedication and tireless efforts in organizing this conference.

This year’s AFIS Executive Board, Host Agencies and volunteers did a fantastic job of providing relevant topics, with outstanding speakers who engaged, educated and inspired us.

We now look forward to 2019 and hope you will plan to join us next August 25-28 in Scottsdale, AZ. Meanwhile, you can check out or relive the excitement by viewing our photo gallery or our AFIS 2018 recap video.

AFIS Internet Conference 2018

NEC Corporation of America

Learn more about NEC’s Advanced Recognition Solutions

Fill out the form, and we’ll have a solutions expert reach out to you.




NRF 2018: Five Trends We Think Will Transform Brick and Mortar Again

Last year, our show theme at NRF 2017 was Know Your Customer. This year, we think it’s time to use that knowledge to transform brick-and-mortar retail once again, helping it compete with online retailers.

How can in-store retailers create a frictionless, more personalized experience for their customers, while still making their own in-store processes more efficient and cost effective? At NEC we believe it’s by applying key technologies to make the entire store more customer-aware.

Here are five of those technologies we expect to see on display at NRF 2018.

#1 Data and data analytics in full swing

Think about it. Big online retailers seem to know more about you than you do.
They know what to show you and recommend to you, what you’ve looked at, “liked” or bought before—even what you’re likely to want next. By crunching all that collected data with demographics, preferences and social media data, they can predict what shoppers will best respond to.

Why shouldn’t brick-and-mortar retailers collect, analyze and apply the data available to them to tailor the in-store customer experience, too? After all, everything else being the same, there’s still nothing quite like an in-person shopping experience. And analytics can help retailers better tailor their outreach—via emails, app notifications, even in-store messaging—to bring customers back into the store.

#2 Loyalty programs enhanced by facial recognition

Face it – technology can also help with building and retaining loyal customers, by making rewards program more effective and personal.

Using facial recognition technology, for example, a retailer can identify a frequent shopper or loyalty member as soon as they enter the store. Store clerks are able to greet them by name and make suggestions based on past purchases. And later, at checkout, you can automatically apply loyalty rewards and special savings, based on their status.

#3 In-store digital signage becomes customer aware

Digital signage is nothing new in retail, but when paired with facial recognition and big data analytics, it can become customer aware. That means shelf tags and screens can display messages or ads to the nearest customer, calling attention to nearby items or specials that past behavior indicates might appeal to that customer.

But smart signage can also utilize object recognition to enhance the customer experience. This technology can detect when the shopper picks up an item (or puts it back) and direct the signage to display personalized information. For example, more product information, available options, upsell ads, or even warning about potential allergic reactions—and make alternate recommendations.

#4 Chatbots with AI and AR help both customers and staff

What if a coffeemaker needs a filter change or a checkout printer needs the ink cartridge replaced? Little things like this can bring operations to a halt, and in turn affect how well associates take care of their customers.

Instead waiting on a repair, a store associate could quickly use a tablet at the malfunction to virtually chat with a robot (artificial intelligence) about how to fix the issue. Augmented reality (AR) can even show the associate how to get the device back up and running “live”—so they can get back to serving customers.
Shoppers could benefit directly from AI/AR chatbots, too. Pointing a smartphone at an item, the chatbot could answer questions, show the customer what’s size and colors are in stock, even show the shopper wearing the items before trying it on. Of course, a chatbot can also summon an associate over to help them personally.

#5 POS and check out becomes fast, easy and automatic

And let’s forget not the checkout experience. For single-item and multi-item purchases, using biometrics and object recognition-augmented POS systems allow for an efficient, frictionless checkout experience.

How would this work? Using both facial and object recognition, the POS solution identifies both the shopper and the items as she puts them on the counter. The system quickly totals the bill—applying the appropriate discounts and rewards based on the shopper’s loyalty status—and the customer pays with a mere glance at the camera. Now that’s convenient for the customer—and efficient for the store, too.

Which technology trend will be the winner this year?

Do you see five separate technologies in our NRF 2018 predictions—or one huge opportunity for transforming brick-and-mortar retail once again?
In each of our scenarios, it’s difficult to see these applications as separate technologies. At NEC, we think the key is unifying them to make the whole store customer-aware, from end-to-end.

At NRF 2018, you’ll see how our retail and advanced recognition solutions work together, to provide more efficient store operations, and for customers, a seamless, frictionless and more personalized experience.

True, technology helps retailers get shoppers in-and-out of the store more quickly—if that’s what they want. But more importantly, NEC retail solutions allow them to spend more time enjoying the actual shopping experience. And isn’t a personal, in-store experience what brick-and-mortar retail has that online shopping simply can’t provide?

Register today to receive a free pass to NRF 2018, Retail’s Big Event