Artificial Intelligence, natural interaction: we presented our
case study at the Microsoft Innova Sessions Uruguay

author

Fernanda Barboza
June 19, 2019

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Last Thursday, June 6, we participated in the Microsoft Innova Sessions Uruguay, held at the World Trade Center Montevideo, where innovative solutions leveraging Microsoft technology were presented. inConcert presented a real success case of artificial intelligence and NLU (Natural Language Understanding) for automatic and omnichannel order management.

Shifting the paradigm

Julio Guridi, Vice President of Marketing and Sales at inConcert, showed how we created this solution to automate telephone and WhatsApp order fulfillment, using a cognitive voice portal and a bot for WhatsApp. This allowed the company to replace the operating costs of a Contact Center with an automatic system that assists users by interpreting natural language and performing tasks on its own.

Guridi recounted the technical challenges and the complexity of the business process we faced, and how we solved it with our technology integrated with Microsoft's cognitive services: "To implement this solution we had to do the historical analysis of thousands of interactions to map the needs of the customer service processes with the reality of what customers talk about. That's how we developed this cognitive model that we would later implement in LUIS (Language Understanding Information Service)."

Guridi recounted the technical challenges and the complexity of the business process we faced, and how we solved it with our technology integrated with Microsoft's cognitive services: "To implement this solution we had to do the historical analysis of thousands of interactions to map the needs of the customer service processes with the reality of what customers talk about. That's how we developed this cognitive model that we would later implement in LUIS (Language Understanding Information Service)."