VIER Semantic Intelligence is an advanced AI solution designed to automatically understand and process customer communication, whether spoken or written. It provides organizations with a detailed understanding of customer interactions by analyzing sentiment, categorizing problems, and identifying customer intentions. The platform leverages Natural Language Understanding (NLU) to replicate human mental semantics, enabling it to distinguish and comprehend the nuanced meanings of phrases. This capability allows for the automation of routine tasks, significantly increasing employee efficiency and enhancing the overall customer experience. The system's semantic analysis workflow involves understanding customer concerns across various channels, assigning them to predefined business transactions like terminations or master data changes, and extracting relevant customer data such as customer numbers or bank details. It can query and validate information against existing databases to enrich processes. Based on this understanding, VIER Semantic Intelligence can provide automatic responses, ask follow-up questions for missing information, or intelligently route requests to the appropriate department. For cases not fully automated, it offers processing assistance through text modules and templates, ultimately aiming for case-closing, fully automated transaction processing like master data updates or document sending.

Features & Benefits

• Semantic NLU Engine
  • Understands the true meaning of words and the overall sense of text by replicating human mental semantics.
• Comprehensive Knowledge Database
  • Utilizes an easily expandable semantic knowledge database for synchronization and enhanced understanding.
• Multi-Channel Input Processing
  • Recognizes topics and processes content from various channels, including emails and chats, in real-time and with high quality.
• Advanced Language Comprehension
  • Accurately understands complex sentence structures and can process grammatically incorrect statements without error.
• Modular Expandability
  • Offers optional expansion with additional modules such as sentiment analysis or real-time call routing to enhance functionality.
• Automated Customer Communication & Process Optimization
  • Increases employee efficiency and improves customer experience through automated processes and reduced repetitive work.
  • Automation of routine tasks reduces repetitive work.
  • The system offers helpful response suggestions to agents.
  • Seamless integration of systems improves the overall solution.
• Intelligent Customer Concern Understanding
  • Understands customer concerns on any channel and assigns them to predefined business transactions (e.g., termination, master data changes).
• Automated Metadata Extraction
  • Extracts relevant customer data from text, such as customer numbers, telephone numbers, or bank details.
• Database Query and Validation
  • Queries content from any database to enrich processes with existing customer data and validates received information.
• Smart Routing and Response Generation
  • Provides automatic responses, asks follow-up questions for missing information, or forwards requests to the relevant department.
• Processing Assistance
  • Offers text modules and opens processing templates for fast, case-closing processing when full automation isn't possible.
• Case-Closing Automation
  • Enables fully automated processing of transactions, such as master data updates or automatic sending of requested documents.