Humach Launches mAI Pilot a Real-Time Conversational Intelligence Platform to Improve Call Center CX

Call center agents

Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist technology for live agents.

This conversational intelligence platform is based on natural language understanding of rapidly deployed large language models (LLMs) customized for each enterprise. These Custom Language Models (CLMs) ensure that responses to customer questions are highly tuned for relevance based on that customer’s account, recent activity, and information specific to the enterprise’s domain expertise, whether that be in eCommerce, travel and hospitality, healthcare, financial services or another field.

“Humach’s ability to deliver an AI solution-in-a-box for call centers sets us apart from generic solutions prevalent today that usually stop at call transcription and analysis,” said Tim Houlne, CEO of Humach. “Broad generative AI applications that are trained on wide swaths of the internet lack the domain-specific expertise of a single enterprise or the account-specific nuance necessary to address customer inquiries.”

mAI Pilot Features

  • Digital Agent: The digital agent is a fully automated, conversational agent that can support text (chat and SMS) and voice channels. This digital agent understands and responds to customer questions and requests like, “open an account” or “where is my order?”, and any number of scenarios where knowledge can be derived from the corpus of enterprise information contained in the CLM.
  • Digital Assist: Digital Assist helps a human agent if a call is escalated from the Digital Agent. Here, the handoff is made with account validation, a transcript of the call to date, the customer’s account details, etc., and then the Digital Assistant surfaces suggested information via AI-generated prompts to the human agent during the customer service interaction and also provides real-time sentiment analysis to the live agent.
  • Interaction Analyzer: Provides post-call transcription, sentiment analysis, auto entity detection, and transcript summarization. Additionally, Humach provides full data analytics and dashboarding that includes agent summary and analysis and call trend analysis.
  • Security compliance with HIPPA, GDPR, PCI, SOC, and HITRUST.

Examples of mAI Pilot Conversational Intelligence capabilities:

  • Order delivery status, including showing photographs of where a package was dropped off.
  • Changes to account, including email address, phone, tier status, and other information.
  • Order placement, modification, payment, and confirmation.

About Humach

Humach (humans + machines) is redefining customer engagement, sales, and support. By blending the expertise of human contact center agents with machine learning and digital agents, Humach provides businesses with unparalleled customer experiences and streamlined transactions. With more than 30 years of experience helping Fortune-sized and emerging growth businesses alike, Humach aims to transform the way businesses of all sizes engage, acquire, and support their customers. For more information, visit

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