MWS AI, a division of MTS Web Services, has updated the AI agent within its WordPulse quality management platform. The tool is part of the MWS AI Customer Service product suite and is designed to analyze communication data.
The updated AI agent now provides answers supported by links to instructional documentation and training videos with specific timestamps. Users can query the system regarding platform settings and features using natural language via the Help section.
The system's analytical capacity has increased significantly, allowing it to process more than three times the number of dialogues per request compared to previous versions. The agent now incorporates session tags and attributes into its analysis.
New functionality allows users to apply semantic tags to archived dialogues and analyze historical data. Users can also test new semantic tags on selected sessions before deployment to ensure accuracy.
WordPulse is an on-premise platform that integrates voice and text communications with business data from CRM and contact center systems. The agent utilizes the Cotype Pro 3 language model, though the architecture supports other models.