Dara is Conduent’s virtual agent AI Conversation Platform that assists in the completion of routine tasks through voice, webchat, SMS and other digital interaction methods, resulting in more personalized and convenient customer experiences. Cognitive, artificial intelligence and machine learning technologies are used to help the Dara platform have conversations in an automated, conversational manner. If Dara doesn’t have the answer, she automatically routes the customer to a human agent. She continuously learns from humans to improve the quality of customer service answers over time.
With the Dara platform, we work with our clients to design and configure “bot” conversations that can then be deployed to multiple channels. Dara leverages technologies such as advanced search APIs and custom machine learning models to analyze structured or unstructured data. The platform also includes self-learning and training components to provide a closed feedback loop to different machine learning models.
The incoming channels for this platform include webchat, SMS, Alexa, Cortana, Google Home, Live Agent and Siri, among others. Dara uses cognitive services, knowledge management bases and machine learning to give end users real-time answers to their requests.