The Semantic Engine, at the very core of the IM.MIND Framework, uses advanced NLU technology to implement free flow dialog with the customer for intelligent assistance and a personalized service experience. The "How May I Help You" approach lets people describe their needs with conversational dialogue in their own words instead of wandering through menu mazes. Detecting the customer’s intent, the Virtual Agent can answer callers' request in one straightforward step, or if a request is ambiguous it can follow-up with context-aware questions to keep the conversation going and zero-in on the intent.
IM.MIND has been specifically designed for the processing of real life, natural language communication between customers and Virtual Agents in the context of customer service interactions. After it identifies the intent it can steer the call to an agent, or service the call itself through its APIs.
The Semantic Engine integrates different NLU strategies based on semantic patterns matching, statistical analysis and AI technology to maximize the information that can be extracted from any communication, despite the ambiguities and mistakes inherent to real life natural conversations.
IM.MIND comes with a set of analytic tools that help greatly in speeding up the creation of the language domain and the knowledge base of a specific customer service. This is crucial, considering the constant time constraints of the “go live” date, that may be the determining factor for the success of the service.