Uniphore auMina

auMina™ Real Intent™ Integrated with Robotic Process Automation (UiPath)

Use Case

Stanley Wilson, a customer is calling in for the fourth time to AE Insurance for his medical claim but has not received it yet from the company. To resolve the Customer’s complaint, Agent seeks details from the Customer like Claim id, etc.  

In a situation without Real Intent and RPA, the Agent would open a browser during the call, log onto a CRM application, manually enter the customer details and search for the history of the customer – which results in additional time, manual effort and Agent not engaging with the customer.

But with auMina Real Intent integrated with RPA, Real Intent captures the Intent automatically in real time, the Claim ID, and sends it to RPA which will then automatically fetch the Call history details from the CRM (in this case, Salesforce) for that specific customer and publishes it back to Real Intent. Agent sees the Call history right in front of him on desktop which he can quickly refer to it and inform the Customer regarding the next steps.

After the Call is complete, call summary is generated automatically by auMina Real Intent, RPA appends the Call history in the CRM with the latest call summary, changes the disposition of the case making the Status to Escalated and High Priority. The Case category gets updated with the “Grievance” category. 

The After-Call Work of the Agent is completed automatically without any manual intervention, with complete accuracy and in a few seconds wherein the Call summary and Call Disposition are automatically generated and updated in the CRM application through auMina Real Intent and RPA.

CustomerMove to real-time conversational automation & analytics with auMina™ Real-Intent™. Uncover the real-intent of your customer underlying every customer conversation, all in real time while the customer conversation is in progress. With real-time agent alerts such as sales and service recommendations, auMina™ Real-Intent™ identifies your customer’s implicit needs and delivers actionable insights. auMina™ Real-Intent™ automates call summarization and mandatory after-call-work tasks saving your agents’ valuable time. Empower your contact center agents with a combination of real-time analytics and automation.