Zeta Merlin Conversational AI Suite is an advanced platform that leverages natural language processing to deliver seamless and intelligent customer interactions across voice and chat channels. Designed for retail banking, Merlin uses a conversation orchestration engine to manage all interactions, ensuring a consistent and efficient user experience. The platform integrates with various Zeta systems, enabling it to make API calls, run code, and convert text to speech. Merlin’s capabilities include intent recognition, which significantly reduces fallback rates by accurately understanding and acting on customer requests. The suite is embeddable into existing mobile apps and contact center platforms like AWS Connect, Genesys, or NICE, providing flexibility and ease of integration. Additionally, Merlin supports contextual hand-offs to live agents, maintaining the full context of the session to reduce repetition and enhance customer satisfaction. With detailed monitoring and analytics, organizations can manage Merlin’s performance and continuously improve its responses based on organizational guidelines and knowledge bases.

Features

• Omnichannel Support: Seamless interactions across voice and chat channels.
• Intent Recognition: Accurate understanding and execution of customer requests.
• Embeddable: Easy integration with mobile apps and contact center platforms.
• Contextual Hand-offs: Smooth transitions to live agents with full session context.
• Monitoring and Analytics: Detailed performance data for continuous improvement.