Human engagement matters more than ever to consumers, who want intuitive experiences that reduce friction across all touchpoints of their customer experience. At the same time, businesses are looking to automated engagement tools to drive efficiencies and improve the customer experience in a way that still feels personal and connected. Technologies such as artificial intelligence (AI) and machine learning (ML), for example, offer the kind of intelligence that amplifies the creative work of expert human designers and merchandisers to instantly predict intent, freeing up time for creativity and amplifying human efforts. These technologies can quickly crunch a lot of data on past and present actions to get to the intent of the shopper as they search. Correlating shopping history, demographics, and personal preferences all lead to a better result, and a prediction on the next intended action.

SANTA CLARA, Calif., Sept. 02, 2021 (GLOBE NEWSWIRE) -- Ushur, the leader in AI-powered Customer Experience Automation (CXA), today announced the launch of Ushur AI Lab, a research group dedicated to tackling some of the most pressing issues in natural language processing (NLP), document processing and no-code conversational intelligence. The AI Lab aims to develop innovations that will make it even easier for enterprises to deliver automated, omni-channel, hyper-personalized customer experiences. Over the last few years, Ushur's AI and machine learning (ML) team has developed key breakthroughs already integrated into Ushur's Customer Experience Automation platform. These include NLP and ML components for conversational tasks, document processing engines and a feature-rich, no-code MLOperations platform. Ushur has filed multiple patents in representation learning for documents, information retrieval from unstructured data, forms processing and tabular information extraction areas.

Artificial intelligence and virtual agents promise improved user experiences and decreased servicing costs. These occur through several pathways. First, virtual agents can be used to ensure the customer is routed to the proper department. Virtual agents are conversational computer programs that interact directly with a customer without human intervention. They are also known as "front end bots", "virtual assistants", or "automated assistants".