Fostering research, innovation, incubation, and development of next-generation AI solutions for contact center challenges not addressed by conventional AI.
DALLAS, Jan. 23, 2025 /PRNewswire-PRWeb/ -- OnviSource, a leading provider of Intelligent Transformation solutions with innovative AI-driven analytics and automation capabilities, today announced the establishment of its new organization, the OnviSource AI Academy. This strategic initiative is designed to further OnviSource's leadership in AI technologies and advance real-world contact center applications by fostering research, innovation, incubation, development, and deployment of AI-driven solutions, and aligning them with real contact center challenges not addressed by conventional AI.
The OnviSource AI Academy will drive advancements in artificial intelligence by delivering innovations in AI technologies beyond conventional AI. It utilizes a new technological strategy called "Applied-AI." This strategy will provide a subset of benefits of not-yet-fully-available Artificial Wisdom (AW) and Artificial General Intelligence (AGI). The Applied-AI subset focuses on contact center specific and vertical applications.
In its first Applied-AI, called Applied Artificial Wisdom (αAW), OnviSource utilizes highly trained Small Language Models (SLMs), in addition to Generative AI and other technologies and algorithms, to deliver advanced AI solutions and meta-analytics for improving agent performance, customer loyalty and satisfaction, deep customer relation building, and interactions enriched with personalization, respect, social inclusivity, and empathy — as demanded by today's customers and expected far beyond conventional customer resolution services. αAW aims to deliver AI-driven transformational solutions for contact centers enhanced with human expertise, qualities, and wisdom.
AI Academy's Applied-AI strategy is also applied to AGI, which focuses on delivering contact center "Agentic AI" solutions capable of multiple contact center tasks. These solutions provide end-to-end data capture, analysis, decision-making, action automation, verification, and learning to improve the entire process. Thus, they operate as autonomous virtual workers.
Key Pillars of the OnviSource AI Academy Include:
- AI Technologies: The AI Academy spearheads research, innovations, and prototyping to develop and implement Applied-AI technologies to ensure the continual evolution of AI solutions designed for real-world contact center applications.
- Data Gen Service (DGS): An ecosystem of personnel, tools, processes, and know-how dedicated to manual, semi-manual, and automated generation of high-quality training data focused on specific αAW or Agentic AI subjects.
- SLM Production: Utilizing OnviSource's proprietary iGEN Large Language Model (LLM) or OpenAI technologies, the AI Academy develops Small Language Models (SLMs) that address real-world contact center challenges. This includes creating models that deliver αAW and Agentic AI applications, integrating "human qualities and wisdom" to address call center applications.
- Business Analyst Services (BAS): A dedicated team works closely with customers to provide expert consultation, customization, and seamless onboarding of OnviSource's AI-based solutions, including manual and automated verifications to ensure solutions are tailored to each customer's unique needs.
"The OnviSource AI Academy is a tangible demonstration of our commitment to driving innovation and delivering AI-driven intelligent transformation to our customers," said Ray Naeini, CEO at OnviSource. "With this initiative, we are not only advancing AI research, but also creating practical, real-world applications that will redefine contact center operations. Furthermore, our strategy is to take small steps toward the eventual AW and AGI by developing real-world applications with a subset of capabilities offered by AW and AGI."
Through its AI Academy, OnviSource is setting new benchmarks for the integration of AI in contact center environments, ensuring a future of more efficient, personalized, and human-centric customer interactions.
About OnviSource
OnviSource is a global innovator delivering intelligent transformation for contact centers and enterprises through the power of applied artificial wisdom. We enable organizations to achieve excellence in the three most impactful areas of any business – workforce performance, customer loyalty, and business productivity. Our AI-driven analytics and automation solutions provide actionable knowledge, deeper insights, and applied wisdom enriched with human qualities and wisdom. OnviSource solutions connect, unify, analyze, and automate contact center and enterprise data and processes to bring together a holistic view of the business and operation for improved CX and overall customer lifetime value, enhanced employee performance and engagement, and increased business productivity. All tailored to fit customers' business: functionally, operationally, financially, and emotionally.
Media Contact
Heather Turbeville, VP of Marketing, OnviSource, 1 469.241.9200, [email protected], www.onvisource.com
SOURCE OnviSource
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