The Business Intelligence Group has announced that ContactEngine, the conversational AI technology used by large corporations across industries to automate customer communications, was named a winner in its Artificial Intelligence Excellence Awards programme.
This business awards programme sets out to recognise those organisations, products, and people who bring Artificial Intelligence (AI) to life and apply it to solve real problems.
ContactEngine, that was recognised for its advancements in what they call ‘Human-Computer Rapport’ AI technology, allows clients to engage with their customers in objective-driven, automated conversation through any channel. It is used by the top UK, European, and North American brands in telecommunications, utilities, financial services, auto and retail, including British Gas, BT, DHL, Sky, Telus, Verizon, Virgin Media, and Whirlpool.
ContactEngine was able to identify what is currently missing from existing human-computer customer service interactions – the inclusion of historical interactions to provide differentiated and contextual responses during a conversation. As a result, ContactEngine has been developing its Human-Computer Rapport AI technology, in partnership with the University of Dundee’s Centre for Argument Technology, to provide differentiated responses and actions based on the wealth of contextual information available from prior interactions with a given customer to develop a rapport.
Professor Mark K. Smith, CEO of ContactEngine, commented:
“We’ve worked very hard to develop what is a first of its kind AI technology for our customers – it’s white box, explainable, and built based on a decade of learning gained from running millions of conversations. But there’s a lot more we want and can do and that’s why we’ve been working alongside Professor Chris Reed at the University of Dundee to develop Human-Computer Rapport. We strive to keep ContactEngine evolving, improving, and at the cutting-edge of AI for our clients.”
“We are so proud to name ContactEngine as a winner in our inaugural Artificial Intelligence Excellence Awards program”, said Maria Jimenez, Chief Nominations Officer for Business Intelligence Group. “It was clear to our judges that ContactEngine was using AI to improve the lives of their customers and employees. Congratulations to the entire team!”
To find out more about ContactEngine and its services, please visit: contactengine.com.
