How UNIVERGE BLUE PULSE Helps Businesses Of All Sizes Utilize The Power Of Artificial Intelligence

Artificial Intelligence (AI) continues to dominate recent headlines, leading to valid questions about its practical uses for business. That’s why NEC has created UNIVERGE BLUE PULSE to seamlessly – and responsibly – integrate artificial intelligence within the UNIVERGE BLUE CONNECT and ENGAGE solutions. By harnessing the power of Generative AI, Large Language Models, and Natural Language Processing, NEC’s UNIVERGE BLUE PULSE technology is helping businesses both large and small enhance employee collaboration and customer care, protect their IP, and realize greater mobility, efficiency, productivity, and cost savings.

An AI Assistant Right Inside Your Organization’s Unified Communications

In today’s fast-paced business world, employees are constantly looking for ways to increase productivity and efficiency. One tool that has become increasingly popular in recent months is the AI assistant. AI assistants are virtual assistants that use artificial intelligence and machine learning to help employees accomplish repetitive and/or time-consuming tasks. That’s why UNIVERGE BLUE’s CONNECT unified communications solution now includes a FREE AI Assistant that users can communicate with inside of CONNECT’s chat feature – just as they would with any other member(s) of their organization.

Real World Use Cases for AI Assistant

Our AI Assistant can help accomplish everyday tasks such as:

  • Generating a paragraph or blog post discussing the importance of a specific topic
  • Composing an introductory email for customers
  • Answering questions about topics a user in unfamiliar with
  • Performing math equations/formulas

In addition to the AI Assistant, CONNECT can save users time by using AI to automatically transcribe voicemail, video, and customer call recordings for immediate review. It also identifies actionable items from virtual meetings – such as tasks assigned, decisions made, and follow-up actions – to automatically send to meeting participants as soon as the meeting concludes. And virtual backgrounds can be enabled for users in remote environments for greater privacy and security during virtual meetings.

Artificial Intelligence Provides Benefits for Contact Center Supervisors and Staff

While tools like AI assistants are relatively new, UNIVERGE BLUE’s ENGAGE business intelligence solution has been deploying AI in a variety of use cases for several years now. ENGAGE uses AI to detect and remove sensitive information from call transcriptions – like Personally Identifiable Information (PII), Payment Card Industry (PCI), and Personal Health Information (PHI) – in order to comply with industry standards and regulations.

Artificial intelligence is also used to highlight certain customer interactions based on emotional tone and/or specific keywords so that the interactions in question can be immediately reviewed by internal team members. And the AI Interaction Summary saves countless hours by providing accurate, succinct summaries of phone calls so that employees can proceed to the next call significantly faster than before.

Artificial Intelligence Designed to Protect Business and Customer Data

NEC takes security seriously and that’s why UNIVERGE BLUE PULSE was created with great care to protect the data it’s connected to. The generative AI engine behind the CONNECT AI Assistant does not use any data given to it to train itself for future responses. Additionally, no voice or meeting data is stored with any third party for transcription or analysis. Within ENGAGE, the artificial intelligence used to detect and remove sensitive information from call transcriptions is automatically turned on by default on voice queues with transcription enabled.

Expanding Your Business’s Productivity – Wherever It Operates

Wherever your business operates—the office, at home, on-site—it’s important that employees are equipped with the right tools to be as productive as possible. That’s why NEC has carefully deployed UNIVERGE BLUE PULSE to leverage the power of artificial intelligence to help make businesses smarter, more productive, more efficient, and take better care of their customers.

If you’d like to learn more about how your business can take advantage of artificial intelligence, contact us today!

Facial Recognition AI – Redefining Biometric Authentication

Introduction

Facial recognition technology, driven by artificial intelligence (AI), is reshaping the field of biometric authentication, introducing new possibilities for secure and convenient identification. In this chapter, we will delve into the intricacies of facial recognition, exploring the science behind it, NEC’s leadership in the field, its wide-ranging applications, and the future developments.

The Science Behind Facial Recognition

Facial recognition systems utilize sophisticated algorithms to capture, analyze, and compare patterns based on an individual’s facial features. By leveraging AI, these systems can identify and verify a person’s identity by matching the captured data with the information stored in a database. Combining computer vision and machine learning techniques enables facial recognition technology to achieve high accuracy and reliability in authentication.

NEC’s Leadership in Facial Recognition

NEC has emerged as a leader in facial recognition technology, known for its exceptional speed, accuracy, and reliability. Their advanced solutions have been deployed in numerous real-world scenarios, ranging from identity verification and access control in office facilities to public safety issues like airport boarding and security applications. NEC’s commitment to continuous research and development has propelled their facial recognition technology to the forefront of the industry.

Applications of Facial Recognition

Facial recognition extends far beyond access and security applications. It has found applications across various sectors, revolutionizing processes and enhancing user experiences. In retail, facial recognition can enable more personalized advertising and targeted marketing campaigns. It plays a vital role in patient identification, remote monitoring, and telemedicine in the healthcare industry. Airports leverage facial recognition technology to streamline the boarding process and enhance security, while the banking sector integrates it to provide an additional layer of security in transactions. These are just a few examples of how facial recognition transforms different domains, creating seamless and efficient experiences.

Pros and Cons of Facial Recognition

Facial recognition offers a plethora of advantages, including convenience, speed, and enhanced security. It eliminates the need for physical or digital tokens and alleviates the burden of remembering passwords. However, it also raises legitimate concerns about privacy, data protection, and potential misuse of personal information. Striking a balance between the benefits and challenges of facial recognition is crucial for its responsible and ethical deployment.

The Future of Facial Recognition

As AI and machine learning technologies continue to advance, the future of facial recognition holds immense potential. Facial recognition will be pivotal in shaping smart cities, enabling efficient public security systems, optimizing business operations, and contributing to emerging technologies. Ongoing research and development will improve accuracy, adaptability, and user experience, unlocking new frontiers for facial recognition applications.

Conclusion and Link to the Series

Facial recognition technology, powered by AI, offers a glimpse into the exciting future of biometric authentication. As our series progresses, our next chapter will delve into a Biometric Authentication providing insights into its benefits and challenges. Join us on this journey as we explore the multifaceted realm of secure digital identities.

Call to Action

Join us in the next chapter as we unravel the Biometric Authentication Methods – A Comparative Study. We invite you to share your thoughts, questions, and experiences, contributing to the ongoing conversation about the future of digital identities. Stay engaged and be a part of the transformation in secure authentication.

References/Resources

Throughout this series, we draw upon information from reputable sources, industry research, and the expertise of companies like NEC, a global leader in advanced biometric solutions. For further exploration, we recommend visiting NEC’s website to access insightful articles, case studies, and updates on the latest advancements in facial recognition technology and biometric authentication.

All Chapters –

Truly Open, Truly Trusted at Identity Week 2022

In the spirit of “asu,” the Japanese word for tomorrow, NEC was proud to be the title sponsor for Identity Week as we look forward to the future of digital identity and biometrics.

Formerly known as Connect ID, Identity Week connects identity professionals from across government, finance, retail, eCommerce, health care, and travel. More than 1,000 attendees from around the world were at the event in October at Walter E. Washington Convention Center in Washington, DC.

Kicking off Identity Week, David Pekoske, Administrator of the Transportation Security Administration (TSA), shared staggering numbers. On Labor Day weekend, 8.76 million travelers were screened by TSA. That’s up 102% from pre-pandemic levels. To effectively screen the growing number of passengers, TSA will deploy more biometric technology so that travelers have safe and seamless experiences.

Administrator Pekoske also gave us insight into the TSA Innovation Task Force’s plan for an upcoming “innovation doctrine” that will help guide future technology projects to integrate new hardware and software. This forward-thinking approach to digital transformation will ensure that travelers have a safe and convenient “curb-to-gate” travel experience in airports.

Mind the Trust Gap
I was honored to present the opening keynote, “Mind the Trust Gap,” spotlighting digital ID within the federal and aviation sectors.

NEC’s vision of being truly open, and truly trusted is one of our strengths as a 123-year-old company. We continuously look to asu (tomorrow) and the possibilities of the future, prioritizing trust, security, and seamless experiences. I challenged the audience to not only build on current technologies but to also widen our aperture and think about the threats of tomorrow. Asu is NEC’s commitment to outside-the-box thinking to develop solutions at the speed of need.

Convergence of Online and Offline ID
“Decentralized ID is our vision for secure, self-sovereign, and standardized digital ID.” NEC Vice President Micah Willbrand gave the summit speech on the convergence of online and offline identities, the evolution toward decentralized digital ID, and how it’s being used in retail, aviation, and other applications. He stressed that the public sector should look toward the private sector as more consumers demand streamlined experiences.

Digital-Enabled Citizen Experiences
Austin Park, Director for NEC National Security Systems (NEC NSS), participated on a panel about digitally enabled citizen experiences. Austin predicts, “Decentralized identity will become much more prevalent in the next five years due to its privacy-by-design nature.”

Beyond Digital Identity
NEC Labs President Chris White led a seminar pointing out the importance of “applying real-time methods of sensing people and the environment to make accurate and efficient authentication systems.” NEC Labs is the U.S.-based center for NEC Corporation’s global network of research laboratories. NEC NSS and NEC Labs work in tandem on innovative biometric solutions.

Harnessing AI to Enhance Customer Experience
NEC Labs also invited attendees to try their luck with our AI-driven golf putt analyzer. Executive Vice President Keith Terreri demonstrated his golf skills and got an insight into his swing, body movements, and positioning. It was a fun, interactive way to showcase the technology and how it can be applied to enhance digital ID, security, and customer experience.

Being with our peers at Identity Week was inspiring and energizing. There were spirited discussions about Next Gen identity verification, which reinforces our mission at NEC NSS to apply scientific curiosity with the flexibility to rapidly prototype custom solutions. We look forward to next year’s event!

Discover more about NEC National Security Systems or contact us directly.

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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.

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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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