NLX in the news
No Jitter: Synchronizing Voice and Digital in Conversational AI
NLX’s patented multimodal AI technology, Voice+, has been deployed by global brands, including United Airlines.
In an article from no-jitter, Sheila McGee-Smith, the founder and principal analyst at McGee-Smith Analytics, discusses how NLX's patented multimodal conversational AI technology is synchronizing voice and digital channels. The article highlights the successful deployment of this technology, known as Voice+, by global brands such as United Airlines.
NLX's patented multimodal AI technology, Voice+, is a conversational AI platform that enables organizations to create and manage advanced chat and voice applications at scale. The company built its platform on Amazon Web Services (AWS) because of its "robust architecture and building blocks". Many of NLX's contact center customers use Amazon Connect, which is also built on AWS, and others use Amazon Lex, which facilitates native integration with NLX. The NLX platform is unusually modular, allowing customers to easily switch between contact center platforms without extensive re-engineering.
United Airlines began using NLX's technology to handle a surge in calls resulting from the post-lockdown increase in travel. The airline's goal was to handle the increased call volume without a dramatic increase in agents. NLX's Voice+ technology addresses this by allowing an AI assistant to stay on the phone while guiding the customer through a digital channel, such as a website or mobile app, to complete their request. This approach has proven successful for United, with 64% of wheelchair assistance requests and 31% of flight cancellation requests being automated. The technology has also led to high customer satisfaction scores (CSAT), with 82% positivity for cancellations and 90% for wheelchair assistance requests.