January 29, 2019

CCW 2019 – Sematell AI sets benchmark for intelligent automation 


  • DFKI: classification algorithm is state of the art
  • New: ReplyChat – the chat solution fully integrated into ReplyOne 
  • New: dual-mode processing in ReplyOne for efficient blending 
  • Comprehensive solution: integration with unymira and telegra 
  • Sematell at CCW 2019 from February 19–21, 2019, in Hall 3, Stand E12/F9

 

Saarbrücken, January 29, 2019 – Sematell is to showcase ReplyOne, its AI-based response management solution for contact centers, at the CCW Trade Fair in Berlin. The solution is compelling with its outstanding artificial intelligence for the intelligent automation of contact centers. The complete range of functions of ReplyOne, including the new dual mode processing feature, the ReplyControl analysis and control cockpit and integrations with the unymira Knowledge Center and telegra ACD can be experienced live at the stand.

In ReplyChat, Sematell also be presenting a completely new chat solution based on Sematell’s high-performance and tried-and-tested AI that is fully integrated into ReplyOne. Service executives can see the performance potential of Sematell solutions for themselves at CCW 2019 from 19–21 February in Hall 3, Stand E12/F9.

 

 

AI with precision that excels

A precondition for successfully automating customer service with best customer experience hinges on having an extremely accurate automated language and topic recognition. This is where Sematell sets the benchmark with ReplyOne: “The classification algorithm used in ReplyOne is state of the art,” says Prof. Dr. Stephan Busemann, Principal Researcher and Associate Head of the Multilinguality and Language Technology Department German Research Center for Artificial Intelligence (DFKI) in Saarbrücken. The AI expert re-evaluated the algorithm at the end of 2018 in the context of a Sematell research and development project. 

“This is precisely the technology that our customers are already successfully using today in ReplyOne,” explains Thomas Dreikauss, Sematell’s CEO. “The future of customer dialog has already begun. With our tried-and-tested solution, companies can already harness the potential of artificial intelligence for their customer service.”  

 

New: ReplyChat for efficient chat processing and more transparency

The importance of chat in the channel mix for customer dialog is growing. Sematell has now taken account of this with its own chat solution that relies on high-performance and field-tested Sematell AI and is fully integrated into ReplyOne. Seeing as, in the past, ReplyOne had already been able to tap into specialized third-party chat solutions via defined interfaces, Sematell is now launching a completely new solution on the market that not only permits the highly efficient processing of several parallel chats but also enhances transparency in customer service: Similar to the rest of the correspondence and notes on telephone conversations in ReplyOne, chat dialogs are automatically logged to maintain comprehensive customer contact history and a 360 degrees view of the customer. This information can also be automatically logged the same time in the CRM via an optimal CRM integration. 

 

Knowledge quickly available for customer service: integration with unymira 

In addition, Sematell will be giving live demonstrations of the integration of ReplyOne with the unymira Knowledge Center at the stand. unymira Knowledge Center text templates are therefore automatically also available for responding to service inquiries in ReplyOne. ReplyOne’s powerful AI recognizes suitable templates in the Knowledge Center and suggests them as a response. At the same time, the categorization of ReplyOne into topics is stored in the Knowledge Center for future responses. Furthermore, service staff can also search the unymira knowledge database through a ReplyOne interface.

 

New dual-mode processing for efficient blending

Thanks to plug-and-play integration with telegra ACD, ReplyOne combines telephony and correspondence on one central user interface. The result: best possible support of service staff and maximum productivity in omni-channel processing. Through this integration, ReplyOne makes it easy to switch quickly between telephony and written communication channels, thus facilitating very easy use of blended agents.  By using the new dual-mode processing in ReplyOne, service staff can also process the relevant documents or email even when on the phone with a customer. They always have access to the complete customer contact history. As Sematell’s technology partner, telegra is also represented at the Sematell stand. Both companies will demonstrate the integration that makes ReplyOne a comprehensive omni-channel solution live at the stand.

 

Sematell live 

In various presentations at CCW, Sematell will also highlight the potential of artificial intelligence customer dialog and provide best practice examples for omni-channel processing and for automation in the contact center. Along with further specialist presentations in the TeleTalk-Demoforum series, Sematell CTO Jochen Bedersdorfer will give a keynote talk on February 20, 2019 at 14:00 p.m. in the trade fair forum in Hall 3: “Intelligent, digital, automated – this is how to harness the potential of artificial intelligence for your customer service!” 

 

 

Sematell GmbH 

Headquartered in Saarbrücken, Sematell is a specialized provider of highly scalable response management solutions based on artificial intelligence. Sematell solutions for use in contact centers precisely analyze written inquiries in more than 70 languages and always deliver the right response to the individual customer. The outstanding language and topic recognition was developed at the German Research Center for Artificial Intelligence (DFKI) and ensures maximum productivity, customer satisfaction and efficiency.  

The company is the initiator and a member of the Trusted Network for innovative omni-channel customer service. As part of this cooperative venture, interfaces – such as specialized telephony, chat, translation and knowledge database solutions from market-leading providers – are made available for the ReplyOne response management solution. Sematell GmbH’s high-profile customers include Consors Bank, StepStone, FINANZCHECK.de, bonprix, EWE, die Deutsche Telekom AG and Medion AG.  

 

www.sematell.com


PRESS CONTACT

Jutta Lorberg  |  BSK Becker+Schreiner Kommunikation GmbH  |  Tel.: +49 (0) 2154 8122-22  |  lorberg@kommunikation-bsk.de