Product Overview of Symbl.ai
Symbl.ai is a cutting-edge AI platform designed to transform and enhance customer experience (CX) and business interactions through advanced conversation intelligence and generative AI capabilities.
What Symbl.ai Does
Symbl.ai builds and utilizes state-of-the-art AI and generative AI models, particularly its Nebula large language model (LLM), to comprehend and analyze human conversations. This technology enables businesses to extract actionable insights from unstructured human conversations across various formats, including audio, video, and text. The platform is tailored to improve customer satisfaction, streamline interactions, and provide data-driven decision-making tools.
Key Features and Functionality
Real-Time AI Agents for CX
- 24/7 Support: Symbl.ai offers intelligent voice agents that provide round-the-clock customer assistance, boosting customer satisfaction and reducing the need for human intervention.
- Cost Savings: Automated inquiries can cut costs by up to 30%.
- Global Reach: The platform supports multiple languages, enhancing engagement globally.
- Compliance & Security: It ensures seamless compliance with regulatory requirements.
Call Scoring
- Full Call Coverage: Symbl.ai’s AI agent evaluates participant performance and call quality at scale, providing 100% call audit capabilities.
- Better Training: Data-driven feedback improves coaching by up to 20%, with fair and accurate reviews.
- Customizable: Scoring can be aligned with specific business guidelines.
Real-Time Assist
- Empathetic Interactions: Real-time assistance reduces errors by 25%, providing context-sensitive guidance to agents.
- Intelligent Intervention: The system prevents escalation by providing relevant information based on customer sentiment and intent analysis.
- Supervisor Support: Supervisors can intervene in calls with all relevant information.
Unified Analytics
- Intelligent Dashboard: The platform offers a unified dashboard to monitor metrics, reducing decision time by 40%.
- Unified Data: It analyzes conversations, QA, and CRM data in one view, enabling proactive issue resolution and anomaly detection.
Voice Bots and Automation
- Voice Bots: Automate Q&A on inbound customer calls by understanding customer needs and providing personalized responses and recommendations.
- Support Automation: Manage primary call center workflows autonomously, reducing human intervention to 1% of calls and cutting training and management costs.
Integrations
- CRM Integrations: Seamlessly incorporate conversation insights into CRM workflows, empowering sales teams.
- BI Integrations: Unlock hidden patterns in data by infusing real-time structured conversation insights into business intelligence dashboards.
- Virtual Meeting Platform Integrations: Capture and analyze conversation insights from virtual meetings in real-time.
- Data Store Integrations: Integrate conversation insights with data stores like Google BigQuery, AWS S3, and Microsoft SQL Server to enhance data-driven strategies.
Generative AI Capabilities
- Nebula LLM: Interact with Nebula using the Model Playground or Model API to generate responses, create summary reports, draft emails, and identify resolutions to customer issues.
- Active Learning: Symbl.ai’s models are designed to be lifelong learners, adapting and fine-tuning based on use and feedback to produce robust, high-quality outputs.
Technical Capabilities
- Streaming API: Process data streams in real-time, detecting triggers and extracting contextual information.
- Speech-to-Text: Best-in-class speech recognition available across all channels, with the option to use custom ASR models.
- Live Sentiment Analysis: Analyze and measure a speaker’s expressed feelings or enthusiasm about specific topics in real-time.
Symbl.ai’s comprehensive suite of tools and integrations makes it a powerful solution for businesses looking to enhance customer experience, streamline operations, and gain valuable insights from their conversation data.