Proto releases first product in AICX+ suite
March 20, 2020
Proto, the leader in AI Customer Experience (AICX) for emerging markets, is pleased to announce the release of Translate — the first product in its expanded AICX+ product suite.
Following the successful launch of its chatbot platform and proprietary natural language processing (NLP) engine for rare languages, Proto has delivered on client demand to offer vertically-integrated, adaptive machine translation for second-tier support with Translate.
Translate is specifically designed for large contact centers with multiple languages, but too few native-speaking agents for each work shift. In the scenario that a customer conversation passes from a chatbot to an agent for second-tier support, and the required language is temporarily unavailable, Proto's Translate enables live translation with higher accuracy than name-brand machine translation tools.
"Translate delivers higher accuracy by training an adaptive model with our clients' existing chat history, and using a technique for identifying special terms unique to our clients' businesses," said Proto CTO Albert Zhuang.
Within the contact center industry in emerging markets, the current standard for this situation involves asking foreign-language customers to come back later, send emails, or receive support using generic machine translation with low accuracy — all resulting in decreased customer experience.
Beyond Translate, the AICX+ expansion will also offer Predict, a customer churn prediction engine and proactive chat capability for retention and new revenue generation in over 25 languages. Currently, AICX+ is in pilot, with support R&D-based support from the Canadian and EU governments.
Proto, the market-leader in AI Customer Experience (AICX) solutions for multilingual contact centres, serves emerging markets and customer segments with a vertically-integrated customer experience product suite and proprietary natural language processing (NLP) engine for non-English languages. Proto’s deep-learning technology and domain expertise increases automation rates and maximizes customer lifetime value.