Sheri Greenhaus, Managing Partner at CrmXchange, conducted a joint interview with Vijai Shankar, VP of Product Marketing and Growth at Uniphore, and Rana Gujral, CEO at Behavioral Signals to discuss the App Alliance Partnership between the two companies.

Uniphore, a leader in Conversational Automation, announced its Unite App Alliance Partner Program in March 2022. The App Alliance program enables value-driven collaboration and cross-selling for participating Independent Software Vendors (ISV). The App Alliance Partnership between Uniphore and Behavioral Signals combines Uniphore’s AI and automation-driven technology with Behavioral Signals’ AI-Mediated Conversations (AI-MC). Together, they are working towards conversational automation solutions and understanding of behavioral signals through behavioral signal processing and emotion AI and jointly create exceptional customer experiences and improve service outcomes.

Both Vijai Shankar, and Rana Gujral talked about how their collaboration combines Uniphore’s AI and automation-driven technology with Behavioral Signals’ AI-Mediated Conversations (AI-MC) to create exceptional customer experiences and improve service outcomes.

“AI-Mediated Conversations (AI-MC) is an automated call routing solution that uses emotion AI and voice data to match the customer to the best-suited agent to handle the specific call. This match is based on behavioral profile data extracted from previous voice interactions and our superior algorithms developed from years of research and experience in NLP and Behavioral Signal Processing.”

Rana Gujral, CEO at Behavioral Signals

“People like to speak to people they seemingly relate to. AI-Mediated Conversations implies the use of AI to understand who the customer is, their intent, sentiment, and emotion, driving meaningful outcomes within the full context of the conversation. AI powers the ability of the machines to predict based on various parameters to derive the insights needed to deliver meaningful outcomes. This will apply for both customer service and sales conversations in both B2C as well as B2B environments.”

Vijai Shankar, VP of Product Marketing and Growth at Uniphore

Behavioral Signals extends Uniphore’s solutions to solve customer service challenges, make agents’ jobs easier and enhance customer experience with proven results. Customers that partner with Behavioral Signals for AI-MC see: improved outcomes, reduced cost, increased customer satisfaction (CSAT), lower Agent Attrition, and increased brand loyalty.

For more information read the full Uniphore and Behavioral Signals Executive Interview, at CrmXchange.