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Palmer Lane Intro

Description:

Palmer introduces Humach and provides an overview of Humach services

AI & Automation:

n/a

Humach Presentation

Description: 

Palmer introduces herself and Humach.  The Humach corporate slides are stepped through, then Palmer walks you through an account balance demo (chat), a service status demo (voice) and a service status demo (chat).

AI & Automation:

Digital Agent (chat & voice), Agent Assist, CCaaS platform

(additional: dynamic scripting & workflow, CRM integration, CSAT survey)

Summarization (voice)

Description: 

Palmer walks you through a live voice interaction with agent assisted knowledge & call summarization.

AI & Automation:

Agent Assist (voice), CCaaS platform

(additional: real-time voice transcription, AI prompting, AI knowledge, call summarization)

Dynamic Scripting

Description: 

Palmer walks you through agent dynamic scripting,  Salesforce integration & PCI certified voice based credit card processing.

AI & Automation:

Agent assist (voice), CCaaS platform

(additional: dynamic scripting & workflow, SFDC integration, agent warm hand-off, PCI payment processing, sms notification, survey)

Office Supply (voice & DT)

Description: 

Palmer walks you through a "Order Status" interaction via voice with a hand-off live agent voice

AI & Automation:

Digital agent (voice), CCaaS platform

(Additional: transfer to live agent, dynamic scripting & workflow, sms notification, CSAT survey)

Office Supply (digital)

Description: 

Palmer walks you through a "Order Status" & "Service Upsell" interaction with a digital voice agent

AI & Automation:

Digital agent (voice)

(Additional: order lookup, subscription offer- upsell, sms notification, confirmation & CSAT survey)

My Retail Company (voice)

Description: 

Palmer walks you through a "Order Status" & "Product Upsell" interaction starting with a digital voice agent with a hand-off to a live agent

AI & Automation:

Digital agent (voice), CCaaS platform

(Additional: order lookup, subscription offer- upsell, sms notification, confirmation & CSAT survey)

My Travel  Company (voice)

Description: 

Palmer walks you through a "Flight Reservation Update" interaction starting with a digital voice agent with a hand-off to a live agent

AI & Automation:

Digital agent (voice), CCaaS platform

(Additional: order lookup, rewards program, baggage check, sms notification, confirmation & CSAT survey)

My Support Company (voice)

Description: 

Palmer walks you through a "Support Ticket" interaction starting with a digital agent with a handoff to a live agent to support DNS and Email support needs.

AI & Automation:

Digital agent (voice), CCaaS platform

(Additional: DNS lookup, system integration, email spam feature, other)

Service Status (voice & DT)

Description: 

Palmer walks you through a "Service Status" interaction via voice with a hand-off to a live agent voice

AI & Automation:

Digital agent (voice), CCaaS platform

(Additional: transfer to live agent, dynamic scripting & workflow, sms notification, CSAT survey)

UHC Pharmacy (voice & DT)

Description: 

Palmer walks you through a "Prescription" interaction via voice with a hand-off to a live agent voice - full voice transcript, dynamic scripting, sentiment, AI prompts and knowledge

AI & Automation:

Digital agent (voice), CCaaS platform

(Additional: transfer to live agent, dynamic scripting & workflow, sms notification, CSAT survey)

My Healthcare (voice & DT)

Description: 

Palmer walks you through a "Prescription" interaction via voice with a hand-off to a live agent voice - full voice transcript, dynamic scripting, sentiment, AI prompts and knowledge

AI & Automation:

Digital agent (voice), CCaaS platform

(Additional: transfer to live agent, dynamic scripting & workflow, sms notification, CSAT survey)

Account Balance (chat)

Description: 

Palmer walks you through a "Account Balance" interaction via chat.

AI & Automation

Digital agent (chat)

(Additional: sms notification, CSAT survey)

Order Status (chat)

Description: 

Palmer walks you through a "Order Status" interaction via chat.

AI & Automation:

Digital agent (chat)

(Additional: CSAT survey)

Service Status (chat)

Description: 

Palmer walks you through a "Service Status" interaction via chat.

AI & Automation:

Digital agent, CCaaS platform

(Additional: agent callback, dynamic scripting & workflow, sms notification, CSAT survey)

Neuralizer GPT/AI (UHC ver.)

Description: 

(Short Version) Palmer walks you through ingesting customer content to enable a digital agent with knowledge.  Neuralizer is a tool to create GPT/AI knowledge from customer content.

AI & Automation:

Digital agent, CCaaS platform

(Additional: content ingest, digital agent, agent assist)

Neuralizer GPT/AI (UHC ver.)

Description: 

(Long Version) Palmer walks you through ingesting customer content to enable a digital agent with knowledge.  Neuralizer is a tool to create GPT/AI knowledge from customer content.

AI & Automation:

Digital agent, CCaaS platform

(Additional: content ingest, digital agent, agent assist)

Digital Agent Training

Description: 

Example of how to monitor & train a Digital Agent.

Managed Svc:

Digital agent (chat), AI tuning

Flow Diagrams Utility & NRF

Description: 

Demo Flow Diagrams for Utility Business & NRF Show

Managed Svc:

Journey mapping

Flow Diagrams Humach

Description: 

Demo Flow Diagrams of Humach "Account Balance", "Service Status" & "Order Status" Demos

Managed Svc:

Journey mapping

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