Feb 12, 2019

Unymira offers Customer Service Solutions via Alexa

USU business unit Unymira has opened a new communication channel for customer service via Amazon’s Alexa. Combining the strength of Unymira’s knowledge management software with the leading voice assistant, Alexa can now serve as a digital customer service agent. This is an innovative new solution for customer self-service.

Unymira partnered with Versicherungskammer Bayern, a Bavarian insurance company, which enables both prospective and current customers to learn more about specific products such as travel insurance. With Alexa, users can immediately receive clear and simple answers to their questions while simultaneously reducing the number of common customer service inquiries.

However, Unymira has taken things a step further than simple voice commands. Alexa can not only answer customer questions but will also pose them herself as an agent would. This creates a more natural service experience and offers a wide range of applications.  Live demonstrations will be given at Call Center World expo in Berlin from February 19th to 21st at booth F3/G5 in Hall 3.

"In the future, no omni-channel solution will be able to avoid using Alexa and similar voice assistants. We are one of the first to offer such a real-time and interactive solution. It is based on our active knowledge base Knowledge Center and our chatbot Knowledge Bot. Because all the information is centrally managed in Knowledge Center, it is immediately available to Alexa without the need for any updates or changes” said Sven Kolb, managing director of USU.

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