Avaya will be working with Sundown AI to enhance its communication software with artificial intelligence (AI).
The two are working together to deliver an AI experience in contact centers through the prediction of customer preferences and resolutions to problems that are typically handled by live agents. In addition, Sundown’s technology, named Chloe, will provide automation and analysis of customer interactions via Avaya’s Oceana platform by delivering self-service and agent-based customer care in real time.
Sundown AI uses machine learning to create a semantic graph of a company’s interaction with customers via chat, email or calls. When support requests are received, Chloe uses natural learning processes to parse and understand the customer’s request. Once intent is identified, Chloe uses graph algorithms to identify the right answer for the question. As she encounters a case with new information, Chloe uses machine learning to learn and evolve.
“Chloe has deep technological innovation at her core and works with organizations to solve real business problems,” said Fabio Cardenas, president of Sundown AI. “With that aim, Chloe’s Snap-in with Avaya’s Platform will allow unified communications to become a bit smarter. We are proud to work with Avaya, the global leader in information communication technology, to create the next generation of customer support artificial intelligence.”
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