Jacada has released Version 10.0 of Jacada Interact, the customer interaction design and robotic process automation (RPA) platform supporting the Jacada Autonomous CX (Customer Experience) suite.
Interact V.10 helps companies design and automate assisted-service or self-service processes across the customer journey. The enhanced automation platform currently serves the following five Jacada solutions:
- Agent Guidance, providing interactive guidance to agents to help them respond to customer inquiries;
- Desktop Automation, offering robotic process automation that can take cues from the agent, application event, or other business logic to automate tasks;
- Customer Intelligent Assistant bots, offering a virtual customer assistant that engages customers in conversation to answer their questions and complete transactions using both natural language processing and integration with back-end systems;
- Agent Intelligent Assistant bots, offering customer service bots that work side by side with agents to provide guidance, answer questions, automate processes, and test automated process before being exposed directly to customers; and
- Visual IVR, offering a visual customer assistant and digital support platform that guides inbound customer requests from both web and phone into a menu driven web-based support experience.
"As autonomous technology emerges in other industries, ranging from automobiles to homes, we are bringing autonomy to customer service," said Yoel Goldenberg, Jacada's chief product officer, in a statement. "Jacada's Autonomous CX is capable of automating complex tasks that drive much higher self-service resolution rate and dramatically shorter handling time of assisted service interactions."