NewgenONE Platform
AI-first Digital and Social Sensing for Enterprise Intelligence
Leverage AI/ML-driven digital and social sensing to analyze real-time customer interactions, detect context, intent, and sentiment, and convert signals into actionable enterprise intelligence. Trigger backend processes intelligently to enable faster resolutions, context-aware responses, and proactive engagement, while maintaining scalability, operational control, and governance across distributed environments.
How Do Enterprises Sense, Understand, and Act on Customer Signals in Real Time?
Enterprises achieve this by listening to customer interactions across digital and communication channels in real time, and applying AI/ML-driven analysis to identify context, intent, and sentiment. These insights are used to intelligently trigger backend processes, enabling governed actions, meaningful responses, and faster resolutions—while maintaining operational control and scalability across enterprise environments.
AI-first Enterprise Digital Sensing Capabilities of NewgenONE Platform
AI-driven Learning and Context Intelligence
Multi-channel Interaction Intelligence
Intelligent Case Routing and Prioritization
Automated, Context-aware Response and Engagement
AI-enabled Monitoring, Reporting, and Predictive Insights
Enterprise-grade Platform APIs and Integrations
AI-driven Learning and Context Intelligence
- Supervised ML models powered by neural networks to accurately determine intent, classification, and sentiment from customer interactions.
- Advanced NLP and named entity recognition to extract relevant entities, context, and signals for decision-grade intelligence.
- Ready-to-use, language-agnostic AI models, adaptable across industries and verticals, enabling faster deployment and consistent outcomes at scale.
Multi-channel Interaction Intelligence
- Anytime, anywhere customer engagement across preferred digital and communication channels, supporting always-on enterprise operations.
- Unified, single-stream interaction view across connected networks to enable centralized monitoring, traceability, and control of incoming messages.
Intelligent Case Routing and Prioritization
- Automated routing of customer queries, complaints, and service requests to the appropriate teams and departments.
- Dynamic case prioritization based on urgency, customer context, agent skill sets, and workload, ensuring faster resolution and optimized resource utilization.
Automated, Context-aware Response and Engagement
- Instant, automated, and personalized responses driven by context and intent, improving responsiveness and customer experience.
- Historical interaction and event tracking to maintain a holistic, continuous customer context across engagement journeys.
AI-enabled Monitoring, Reporting, and Predictive Insights
- Comprehensive and customizable dashboards with graphical charts and reports supporting active, on-demand, and predictive analysis.
- AI-generated insights that enable real-time decision-making, proactive intervention, and continuous improvement of customer engagement outcomes.
Enterprise-grade Platform APIs and Integrations
- Out-of-the-box REST APIs for rapid integration across on-premise, cloud, and hybrid environments.
- Seamless integration with existing enterprise systems and business applications, ensuring secure, real-time information flow and platform interoperability.
AI-driven Learning and Context Intelligence
- Supervised ML models powered by neural networks to accurately determine intent, classification, and sentiment from customer interactions.
- Advanced NLP and named entity recognition to extract relevant entities, context, and signals for decision-grade intelligence.
- Ready-to-use, language-agnostic AI models, adaptable across industries and verticals, enabling faster deployment and consistent outcomes at scale.
Multi-channel Interaction Intelligence
- Anytime, anywhere customer engagement across preferred digital and communication channels, supporting always-on enterprise operations.
- Unified, single-stream interaction view across connected networks to enable centralized monitoring, traceability, and control of incoming messages.
Intelligent Case Routing and Prioritization
- Automated routing of customer queries, complaints, and service requests to the appropriate teams and departments.
- Dynamic case prioritization based on urgency, customer context, agent skill sets, and workload, ensuring faster resolution and optimized resource utilization.
Automated, Context-aware Response and Engagement
- Instant, automated, and personalized responses driven by context and intent, improving responsiveness and customer experience.
- Historical interaction and event tracking to maintain a holistic, continuous customer context across engagement journeys.
AI-enabled Monitoring, Reporting, and Predictive Insights
- Comprehensive and customizable dashboards with graphical charts and reports supporting active, on-demand, and predictive analysis.
- AI-generated insights that enable real-time decision-making, proactive intervention, and continuous improvement of customer engagement outcomes.
Enterprise-grade Platform APIs and Integrations
- Out-of-the-box REST APIs for rapid integration across on-premise, cloud, and hybrid environments.
- Seamless integration with existing enterprise systems and business applications, ensuring secure, real-time information flow and platform interoperability.
