Tuesday, October 17, 2023

Invoca Enhances AI Tools

Santa Barbara-based Invoca, which develops tools for call center and digital marketing, says it has enhanced its AI software. According to the company, it has launched a new product called Signal AI Studio, which it says allows businesses to create custom AI models, aimed at helping businesses to acquire customers, members, or patients over the phone. The company says the tool directly trains on business calls and conversations. Invoca says its AI tools can automatically determine if an agent is receiving a high value service call, if they booked an appointment, or if the agent gave a proper greeting. The company also says it has a neural network which listens in on a call and monitors the sentiment of both callers and agents, and can be used by contact center managers to "see how effectively each agent turns a caller's negative sentiment into a positive resolution, or vice versa", and coach agents accordingly.