Data Sheet

AI-MODELED CONTACT CENTER

AI-Modeled Interaction
Design for Virtual Agents

Customer service operations informed On the Virtual Agent (VA) front, you’ll get a prioritized list of
VAs for you to deploy, along with a high-level cost/benefit
by large-scale AI insights - from your
analysis for each. Depending on the plan you choose, you
actual customers.
could qualify for a rebate of up to 100% of the
discovery costs.
Get a massive-scale analysis of your customers’ most
common needs and requests using conversational AI, topic
modeling, and machine learning, powered by Google’s CCAI
Insights. Next, UJET will help you build the ideal Virtual
Agents to resolve those needs - automated, but still with a
conversational human touch.

It’s AI-guided customer service operations - informed by

large-scale AI insights on what your actual customers are
telling you they need and want.

Identify the most common customer needs - and

automate their resolution
What if you could:
• Use conversational AI and topic modeling to analyze up
to 100,000 of your customer service interactions?

• Find and annotate the most important topics?

• Identify the best candidates for self-service and Visualize Customer Needs and Take Action
automation? Following the topic and conversation analysis, you might end

• Flag the most common friction and pain points, and up with - for example - a half-dozen Virtual Agents to focus
build processes around them? on. Those VAs can make a huge difference to your customer
experience, including wait time, self-service rate, first-call
That’s exactly what UJET enables you to do, but without the resolution, and more.
countless staff hours required to analyze and automate at
scale. We’re introducing AI that handles it for you, leveraging
conversational AI and machine learning to build your contact
center’s optimization roadmap.

© UJET Inc. 2022 All rights reserved 01

 Data Sheet

In addition, the data will have dozens if not hundreds of
actionable insights that will help you improve your business
outside of VAs, such as:
• Recurring points of friction or frustration, such as issues
with payment methods, passwords, website/app
rendering on different platforms and devices, and more.
While a one-off complaint may be an outlier, a clear
pattern can help you allocate development resources to
resolve the issue, and return valuable time to your
customers and staff.
• Rising trends in complaints or returns for one particular
product or feature. You could be catching a
widespread issue before it becomes a serious problem,
with potentially public implications. This is the perfect
time to take action.
• Repeated requests for new product lines, or
enhancements to existing products/services. Don’t let
your own roadmap be the only determinant of direction
- harness the insights provided by your own customers.
Research by PWC indicates that 32% of customers will switch
companies after a single negative experience, 43% would
pay more for greater convenience, and 42% would pay more
for a friendly, welcoming experience. As a result, Gartner
estimates that as of this year (2022), 70% of customer
interactions will involve technologies such as
machine learning.
Organizations who have adopted these technologies -
including state governments, retail leaders, and parcel
carriers - have garnered benefits like the following:
• 140,000 daily inquiries handled by virtual agents, with
99.9% of client claims addressed in a timely manner
• Reduced calls to in-store employees by 50%, freeing up
over 100 employees to focus on high-value tasks
• 32% of queries now handled by VAs, with 70% of queries
now handled immediately

• Competitive intelligence from end-users themselves. How to Get Started

Many of your customers will have previously tried a
Ready for AI-modeled interaction design for your Virtual
competitor - and if they left that competitor due to
Agents? Click here to schedule an introductory call where
being dissatisfied, they’re sure to have plenty of insights
on what they did and didn’t like. we’ll outline the steps of the discovery process, determine the
scope of your discovery project, and deliver a
customized proposal.
Customer call recordings are the foundation of
the Virtual Agent Discovery Process

Customer CRM
1
Conversational
Call Recordings AI Engine
Customer copies
the call recordings1
to UJET
UJET conducts
Topic Modeling
2 Analysis on the
transcripts2

Your Customer
3 Topic Modeling
Service Team Analysis
UJET collaborates
with the Customer
to complete the
deliverables

1 UJET deletes call recordings after successful creation of the transcript

2 UJET redacts sensitive information from the transcripts

© UJET Inc. 2022 All rights reserved 02