IM.MIND Framework

IM.MIND is the NLU framework used  for end-to-end development, integration, testing, deployment, operation and reporting of conversational voice or text interaction services over any channel, including phone, web, chat, social networks and SMS.

Virtual Agents developed with IM.MIND transform the customer self-service experience into a real conversation, answering questions, sustaining a dialog with the customer over multiple channels and simply behaving like a human customer service operator.

If you plan to develop a new natural language, self-care application from scratch, the IM.MIND Framework is the perfect solution to drastically reduce the time between the project idea and the deployment of a Virtual Agent you can rely on. No other solution in the market provides such comprehensive support specialized for conversational applications.

If you are considering improving the performance or freshen the feel of an existing self-care application, or replacing a traditional IVR with natural language interaction, you can expect impressive results, as shown by Interactive Media’s track record in all industries and verticals.   

   

     
     
Reduced Abandonment Rate Reduced Calls Transfer Rate.  (between agents) Reduced Handling Time
     
     

IM.MIND developers can easily re-use the knowledge incapsulated in the product or that they acquire over time. They have powerful standard functions, developed from best practices at their fingertips. The application design is truly language-independent, so they can use the same application in different languages by adding the relevant speech technology. 

The architecture of the IM.MIND Framework is based on three main components: IM.MIND Studio, IM.MIND Agent and IM.MIND Controller. 

IM.MIND Studio

IM.MIND Studio is an integrated environment for the rapid development of Virtual Agents. It is web-based (no downloads!) and provides a user friendly, graph-based approach to the design of applications.

IM.MIND Studio includes tools for development, performance evaluation and tuning of the entire application, leveraging its ready-made blocks, grammars and language models  to iterate and improve the performance of the Virtual Agent. 

IM.MIND comes with interaction logging and call analysis tools, which allow live multimodal debugging by using any mix of real and simulated channels. You can roll-back to a previous dialogue state to test application behavior and reload a saved interaction state, change data and restart the business logic.

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IM.MIND Agent

IM.MIND Agent is the runtime software that runs the application developed with IM.MIND Studio.  IM.MIND Agent executes the application workflow and integrates with the customer service resources.  Unlike human operators that are accessing resources through desktop applications, the  IM.MIND Agent uses standard interfaces as HTML, RESTful API, SQL, CTI API, etc.

When the IM.MIND Agent implements speech channels,  it accesses the ASR and TTS local resources, or remote transcription service (e.g. Google voice).

The IM.MIND Agent has been integrated with a variety of common contact center platforms, like Avaya, Cisco, Genesys, etc. and can be integrated with any new system if required.

IM.MIND Controller

IM.MIND Controller is a dashboard, that monitors and controls IM.MIND Virtual Agents.

While monitoring an Agent, you can access its KPIs in real-time and perform live testing to assess the performance of the service in execution. IM.MIND Controller also produces periodic reports that provide quality assurance and service level management.

But you can also use IM.MIND Controller to change the behavior of the IM.MIND Agents dynamically, to adapt the service to external events or to improve the service performance after its deployment. Virtual Agents designed with IM.MIND Studio are flexible in the way specific services can be activated through IM.MIND Controller and are open to runtime improvements of their knowledge base and semantic rules.

Anexos
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