IM.MIND Studio integrates all the software tools necessary for the rapid development of a multimodal conversational application. Virtual Agents, chat bots, self-care applications, any kind of conversational interaction you have in mind employing natural language can be developed with IM.MINDStudio.
IM.MIND Studio offers the developers a web based (HTML5) graphical work environment, and building blocks that can be easily assembled in a visual representation of the application workflow. With IM.MIND Studio the developers are relieved of most of the complexity of underlying components (semantic engine, CTI/backend integration, ASR/TSR, media server integration, etc.) and can focus on what really matters to them: service design and testing.
|Service Flow Design||Tailoring of Language Domain|
|Dialog Flow Control||Go Testing|
Reuse of Building Blocks
Developers using IM.MIND Studio don’t need to reinvent the wheel. Most of the tasks necessary to build a news service and integrate the service with the customer service infrastructure are already available as configurable blocks that can be integrated in the service work flow. Even complex tasks that require a dialog with the customer, as the identification of the customer's intent, can be defined as blocks. Developers can then concentrate on the specific requirements of their Virtual Agent: the knowledge base and the language domain.
Improving Natural Language Interactions
The Semantic Engine at the core of IM.MIND provides the natural language understanding (NLU) capabilities required to make your Virtual Agent smart. This includes lexical analysis and the correct use of ontologies, synonyms. antonyms, etc. for a correct interpretation of the language and the extraction of the relevant information to deliver the service.
IM.MIND Studio provides the developers with the necessary tools to improve the performance of the Virtual Agent for the specific language domain and define the strategy for the dialogs that will affect the conversation flow. The developers can use these tools to define the intents (what the customer wants) that are relevant for the business, the entities (pieces of information provided by the customer as telephone number, date, etc.) that are needed to serve the customer, and the best strategy to handle the dialog when partial or inaccurate information is available.
Samples of sentences and pieces of previous conversations can also be loaded to improve the performance of the Virtual Agent in the specific language domain.
IM.MIND Studio is intrinsically omnichannel. The application design is largely independent from the channel (telephone, chat, web, ..) on which the service is delivered. So, most of the effort invested in developing the Virtual Agents is preserved if you decide later to activate a new channel. The business logic of the application comes first and the specificity of each channel is then tailored using IM.MIND Studio with no impact on the overall application design.
An interaction initiated over one of the available channels (e.g. from a chat) may continue on another channel (e.g. the phone) with preserved consistency since the Virtual Agent is aware of the previous communication context.
Even DTMF (telephone tones), if required, can be managed from IM.MIND Studio to provide low cost interaction over the phone. Consistency with the other channels and with the business logic is preserved even in this case.
IM.MIND Studio provides features that go beyond the concept of omnichannel. You can aggregate different channels, allowing to communicate with the same customers over multiple channels at the same time (for instance, telephone and web) keeping the whole interaction consistent over the channels involved.
This feature is very effective for a better communication when the customer is using is not ideal to transfer all the relevant information. For instance, when the customer is calling from a smartphone and needs to communicate the current position, the Virtual Agent can activate a parallel web channel from where the customer can click and provide GPS coordinates.
Testing and Benchmarking
When you are developing a new service or updating an existing one, nothing is more precious to you than continuous testing of your design changes are affecting the behavior of the Virtual Agent.
IM.MIND Studio has tools to dynamically test the dialog with the Virtual Agent and verify instantly the performance against any previous benchmark - as a collection of samples from previous customer interactions or built by the developers, if past history is not available.
Debugging tools allow the developer to drill into the semantic rules that cause possible misinterpretations of customer' sentences, and correct them, even if they have been generated automatically with statistical tools or machine learning.
IM.MIND Studio is the only developing environment that relieves you from the headache of system integration and gives you full control of the intelligence behind the Virtual Agents.