Inference Solutions Unveils Virtual Agent Capabilities for WhatsApp

Inference Solutions, a global provider of Intelligent Virtual Agents for sales and service organizations, announced that its platform now enables virtual agents to provide customer care over the popular WhatsApp messaging application. VentureBeat selected Inference to demonstrate its new WhatsApp integration at Transform during today’s Innovation Showcase, during which Inference CEO Callan Schebella gave attendees an early look at the company’s forthcoming Studio 6.2 release.

WhatsApp’s Global Opportunity

With over a billion users across 180 countries, WhatsApp’s ubiquity makes it an ideal messaging platform for reaching customers across the globe, particularly in countries where mobile devices are the preferred (and in some cases, the only) means of connecting to the internet. Using Studio to build and deploy intelligent virtual agents on WhatsApp will enable businesses to connect seamlessly with customers to provide support, facilitate educational campaigns and even convert sales directly on the platform.

Studio 6.2 enables businesses to create WhatsApp messaging tasks and instruct their virtual agents to respond to their customers via the WhatsApp messaging interface. Bringing text-based NLP capabilities to the WhatsApp messaging platform enables a swift and direct resolution to even the most complex customer queries. In cases where further education and/or interaction is required, businesses can both send and receive rich media, including images, PDF attachments, and even video files.

Also New to Studio 6.2

In addition to the WhatsApp integration, Studio 6.2 brings key natural language processing (NLP) enhancements with deeper support for Dialogflow, including phrase hints as part of Studio’s Open Form node. Phrase hints improve the accuracy of speech recognition via the ability to send a list of phrases with each request.

Studio 6.2 also includes new natural language tasks that use pre-built DialogFlow agents to automate appointment scheduling with Google calendar and display locations using Google maps.

Studio’s underlying speech platform has also been fine-tuned to improve the way barge-in behavior is handled in noisy environments. This improves the overall customer experience when using the NLP functionality within Studio.

Lastly, Studio now offers 59 new voices, comprised of a combination of Google WaveNet and Standard voices across a dozen different languages. These new voices are available as part of the NLP session class within their respective regional and global Google voice packages.

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