2253: Uniphore: The Tech Unicorn Expanding its Business into Emotion AI

Uniphore, a privately held startup company, recently achieved the coveted status of a "unicorn" by raising $400 million, giving it a valuation of $2.5 billion. The company, which made its name in conversational AI, is revolutionizing the way contact center agents have conversations by harnessing the power of machine learning.

Imagine this scenario: A customer calls to request internet installation at their new apartment. With the help of Uniphore's AI technology, the agent can automatically scan the system to find out what modem the customer currently has, what technology is already installed at the new property, and when an installation technician is available. This means the call is resolved quickly and efficiently without needing multiple back-and-forth exchanges.

The AI can also automatically log follow-up actions, freeing up the agent to move on to the next call. But Uniphore's innovation continues beyond there. The company has expanded its business into "emotion AI" - a subset of AI that can gauge human emotions during sales calls.

This allows for feedback to be provided to sellers and pitchers, highlighting the most engaging parts of the pitch and points of concern that need to be addressed to close the deal. Umesh Sachdev, CEO & Co-Founder of Uniphore, is the mastermind behind this revolutionary technology. In this podcast episode, he shares the story behind the company and its exciting journey into the world of AI.