What is Enelai platform
Enelaitm is an omni-channel Conversational AI design and delivery platform for implementation of Natural Language Understanding Voice Assistants & Chatbots for Customer Engagement, as well as Interaction Analytics.
Enelaitm No-Code Conversational AI platform leverages upon Artificial Intelligence, Machine Learning and Generative AI technologies as well as Voiceweb’s two decades of hands-on implementation expertise in NLP and CX projects.
Packed with cutting-edge CX capabilities, conversational automations and ready-to-use building blocks for faster onboarding, Enelaitm constitutes a comprehensive solution for enterprises wishing to offer a truly exceptional Customer Experience to consumers.
Multi-purpose platform
AI Virtual Assistant (chatbot)
with text and voice entry For achieving very high self-service (>90%) and deflecting calls from the Call Center while greatly increasing Customer Satisfaction!
AI Voice Biometrics
in IVR, Agents, Mobile Apps and web. Powered by Machine Learning and boasting highest accuracy & correct results, increased security and self-service while greatly improving the User Experience. Real-time authentication in calls with Agents reduces AHT and improves the Contact Center’s SLA and numerous other KPIs.
Agent Assist
Monitor customer-agent calls and employ the power of Generative AI (LLMs) to assist your Customer Service Agents by suggesting the best possible responses based on the context, sentiment and the customer’s request at each moment.
Speech Transcription
Transcribe audio recordings or real-time calls and optionally analyze the texts to extract useful data, e.g. extract data from the audio recordings of customers while the agree to buy a product or service.
AI Conversational IVR
to increase self-service in the IVR (50% - 55%) and improve the User Experience. Accurately route calls to the correct destination (e.g. agents skill group).
Speech & Text Analytics
with Sentiment Analysis Analyzing calls (and texts) to evaluate Contact Center performance, the “Voice of the Customer”, identify potential sales opportunities, improve agents’ sales, effectiveness of the offers/campaigns and discover areas for improvement of Contact Center operations.
Social Media Listening
with Sentiment Analysis Monitor and analyze all posts on the internet (social media, blogs, news sites) in almost real-time to identify and assess what is being posted about a company, an individual, a product or a service.
No Code Design Studio
Enelai Studio is packed with features from Voiceweb’s 20+
years of hands-on implementation expertise in developing
complex Enterprise NLP projects. Enelai Studio offers much
more than the average “bot builder” application allowing
designers to easily create scenarios that may include even
complex rules and logic. Adding custom code at certain points
of a dialogue is also supported.
Auto FAQ builder and Auto Flow Builder leverage the power of
LLMs to allow users to easily create FAQ dialogues and entire
process flows by only providing a description of what the flow
should do.
Generative AI (LLMs)
Boost CX, customer satisfaction and self-service rate by
generating human-like conversations with LLMs customized
specifically for your operations.
Combine LLMs with Voiceweb’s own Machine Learning language
models and utilize the model that best suits each use case.
Open platform
With Enelai platform, an Enterprise is not limited to one
vendor’s CAI technologies and doesn’t need to address the
interoperation between vendors. Enelai Studio allows you to
choose between the available CAI vendors and language models
(the best fit for each use case) or change a language model
without having to deal with multiple vendors, without having to
address compatibility issues and without need to change all the
existing dialogues & integrations.
A single place to design & manage all your conversations
Enelai platform is the one single web-based environment where
enterprises design and handle conversations across all their
digital channels.
Manage multiple bots & tenants
Enelai Studio allows you to create and manage multiple
voice/chatbots and also to create bots for different tenants
(e.g. for various departments or subsidiaries with separate
reporting for each).
Enelai Studio
more than just a design tool
Enelai Studio is a No-Code dialogue design, delivery and collaboration tool packed with features from Voiceweb’s 20+ years of hands-on implementation expertise in developing complex Enterprise NLP projects. Enelai Studio offers much more than the average “bot builder” application allowing designers to easily create any scenario that may include even complex rules and logic.
- Design and delivery tool In production, the designed flows are executed by Voiceweb Dialogue manager
- Collaboration tool including Team Management and Roles/Rights
- Simulation & testing tool
- Design dialogue flows for all digital channels: for deployment in IVR, Web chatbots, WhatsApp, Viber, Messenger, Telegram and numerous others
- Support for multiple tenants
- Multiple bots per tenant
- Multiple environments per bot e.g. Production, Testing etc.
- Auto FAQ Builder (with Generative AI)
- Auto Flow Builder (with Generative AI)
- Import/Export the designed flows
- Support for multiple Conversational AI vendors
- Numerous conversational automations and prebuilt samples to speed up design
- Support for Customer Segments
- Design dialogues with Speech Recognition, Text Input, menus / buttons / carousels (and other elements), Speaker Recognition (Voice Biometrics), Text to Speech (TTS), Generative AI (LLMs), Sentiment Analysis, OCR (3rd party), and much more
- Receive/Send files to the users
- Create rules, complex logic and even import custom code (if needed)
- Integrations to Enterprise backend systems
- Transfer to agents (skill-based) with support for Segments and Contact Center working hours
- Pre-integrated with numerous Contact Center and Live Chat vendors’ products.
Extensive language support
Supporting 110 languages with own-developed Machine
Learning models for Speech & Text recognition, and optionally
3rd party models, Voiceweb’s open platform facilitates
integration of 3rd party Recognition, NLP, Machine Learning
and Generative AI models to best meet each Client’s unique
requirements and each Use Case.
Speech Recognition accuracy: as low as 5% Word Error Rate
(depending on the language and the application domain)
Pre-Built, industry-specific Intents
Language agnostic, industry-specific Intent Libraries and
self-service dialogue samples streamline & accelerate the
implementation of each AI-powered Virtual Assistant
optimized for highest User Acceptance and results. The
industry-specific Intents cover Telecom, Banking as well as
general Customer Service Intents from various industries,
paired with the essential disambiguation dialogues where
needed.
CVM campaigns and notifications
Easily create inbound or outbound campaigns with rules
(criteria) for Customer Value Management, reminders,
notifications or personalized messages. Connected to backend
systems to retrieve data, each flow with rules is automatically
executed every time the criteria are met for one (or more)
customers.
Being omni-channel, Enelai platform tracks and remembers
each customer’s preferred communication channel as well as
previous contacts with the Enterprise.
AI Machine Learning Speech Recognition
AI Machine Learning Speech Recognition models optimized for high accuracy even with low-bandwidth audios (e.g. IVR audios). Voiceweb Speech Recognition can be deployed in IVR, in Chatbots, Mobile Apps, Speech Analytics applications and also stand-alone (for transcriptions) BERT-based NLP Semantic models with Active Learning for minimum data labelling and human supervision. Voiceweb acoustic & semantic language models are easy to fine-tune for each company’s operations (with each organization’s data) in order to deliver highest recognition accuracy.
Speech Recognition accuracy: as low as 5% Word Error Rate
(depending on the language and the application domain)
AI Voice Biometrics (Speaker Recognition)
in IVR, Agent calls, Mobile Apps and web.
Powered by Machine Learning and boasting highest accuracy & correct results, increased security and self-service while greatly improving the User Experience. Real-time authentication in calls with Agents reduces AHT and improves the Contact Center’s SLA and numerous other KPIs.
Authentication with 3 seconds
of speech without a passphrase
(entirely “Free Speech”)
>92% completion with 2 seconds of
speech; >95% completion with 1-2
additional seconds.
Omni-channel voiceprints: only 1
enrollment is required by each user.
The user’s voiceprint will be.
Simple, quick deployment: Background
Model generation and calibration are not
required.
Real-time Passive Speaker Recognition
(“Text Independent”) both in the IVR and Agent
calls and also in Mobile Apps, Chatbots and
websites. Users can speak freely , even saying
“good morning, my name is John”.
Full-featured Voice Biometrics engine covering
User Authentication, Enrollment, Identification
(1:N and N:M), Speaker Diarization, Age & Gender
Estimation, Language Identification, Speech
Quality estimation and Denoiser.
Fraud Detection/Prevention and Fraud Analysis:
during calls in progress with real-time alerts, and
offline investigation on the recordings.
Live Chat for agents
View real-time chats from the bot or Live Chat across the web,
WhatsApp, Messenger, or your app – all in one place within the Live
Chat interface.
Main Features
Live chat
- Unlimited agent seats
- Saved replies
- Labels
- Filters
- Service level agreement (SLA)
- Related conversations
- Teammate availability
- Manual reassignment
- Notes
- One-click chat transcripts
- Mobile app (iOS & Android)
- Mobile app (iOS & Android)
- Visitor details
- Set chat limits
- Round robin routing
- Team routing
Analytics/Reporting
- Agent analytics dashboard
- APIs
Administration
- Unlimited users
- Team management
- Teammate management
Integrations and deployment
Omni-channel deployment
Deploy AI Agents in IVR, Web pages, Mobile Apps, WhatsApp, Viber, Messenger, Telegram, Apple Business Messages, RCS, SMS and more…
Integrations
Seamlessly integrate to existing systems such as UI Path, Automation Anywhere, Salesforce, OpenAI, Azure, AWS, RingCentral, Zendesk, Avaya, NICE, Google Cloud, Genesys, Cisco, Microbase and more…
Design and implementation services
“Do it yourself” or create a joint team of experts from Voiceweb and your organization. Our consultants work closely with our clients -often coming to be thought of more an internal employees rather than external specialists- in order to truly understand each customer’s specific business environment and culture, facilitate the free flow of information and ideas, and ultimately deliver a high-quality digital solution that fully meets and exceeds all customer expectations
Staying always at the forefront
Voiceweb’s continuous improvement and optimization services include constant analysis of the end users’ behavior and the effectiveness of the deployed dialogues, as well as consulting for product improvements and resilience in upcoming changes. Additionally, our conversation experts’ proposals for CX/UX and UI optimizations maximize the benefits for the Enterprise and maintain the User Experience to the highest level for years after the initial launch.
Extensive language support
Supporting 110 languages with own-developed Deep Learning models for Speech & Text recognition, and optionally 3rd party models, Voiceweb’s open platform facilitates integration of 3rd party Recognition, NLP & Machine Learning models to best meet each Client’s and each Use Case unique requirements.
Live Chat for agents
Utilize the feature-rich LiveChat for Agents of Enelaitm platform or use one of the pre-integrated chats from Genesys, Zendesk, Sunshine Communications, RingCentral, Intercom and others.
Unrestricted deployment options
Enelai platform can be deployed fully on-premise, on private cloud, on public cloud, in Voiceweb’s Cloud, or in a hybrid deployment depending on each organization’s operational, security, regulatory, and compliance requirements.
Reporting & Analytics
Over 150 metrics and analytics are pre-built and provided out of the box. Additional reports can easily be created by your team (or ours) using the design tools, pre-built templates and integrations of Elastic and Kibana.