Multimodality
Seamlessly use any combination of channels sequentially or in parallel with shared context that spans time and channels while preserving conversational state.
Intelligent Communication Fabric
Multimodal experience designs require what we refer to as a Intelligent Communication Fabric, which is a unified event model inclusive of all channels, enterprise systems, NLU/LLM/Gen AI, etc. which allows for the sharing of context and session information across time. This allows for experiences to be designed with awareness of every action taken across any channel in real time.
One of the main problems we see in the current marketplace is that people prioritize the developer experience over end user usability. We believe that the governance and integration strategy should be headless and fully decoupled from the channel, but that experiences designed should take advantage of each channel being used. This can be difficult in true multimodal design, but the results justify the approach.
Channel-specific tools for multimodal experiences
We urge clients to utilize our design capabilities to implement best practices for each user and channel-specific interaction. GSX has best practices built in to our content design strategy on all our building tools. Tools like buttons, sliders, carousels, hyperlink previews, geolocation maps, speech recognition, cognitive service amalgamation, etc. are supported.
Conversational Memory
Biosketches
Unstructured data is automatically stored in bio sketches so that all information shared in conversations can be leveraged later on. For example, when someone says they are unavailable for an appointment on Tuesday afternoon since they have to pick their kids up from school is really helpful since we now know they are a parent. This could come in handy in several ways, including the ability to emphasize safety in future conversations.
Hyperpersonalization
When external data systems are combined with our supplementary data products (such as graph databases for managing unstructured data), conversational context and hyper personalization are much more feasible.
Session linking and management
Our advanced capabilities for session linking and management can adeptly handle not just short-term interactions but also long-term conversations that might span weeks, months, or even years. That means customer interactions with significant gaps between them can leverage data from previous sessions, creating a seamless conversational experience.
Biosketches
Share session variables, entities, and context
Users can share any session variables, entities, and conversational context across channels and time (makes omnichannel, multimodal and contextual awareness feasible).
Right Channeling
Easily execute channel pivots, multimodality, and simultaneous channel usage to deliver an optimal experience for the user based on their profile, preferences, machine learned optimizations, and other attributes.
Channel pivot
Easily shift from channel to channel, based on what will provide the best user experience. For example, during a phone call you can collect email via SMS to make it easier on the user.
Simultaneous channel usage: synchronizer
Channels can compliment and work together better through OneReach.ai synchronizer capabilities, so that multiple channels can be used concurrently or in asynchronous ways (e.g. synchronizing channels between Microsoft Teams and Slack).
Multiple model hosting
An extensible cognitive architecture relies on the flexibility to host multiple large language models (LLMs) and seamlessly switch or combine their usage as needed. The OneReach.ai platform has capabilities that ensure IDWs can always use the best tool for the task at hand. Within a single interaction, one model might be used for understanding user intent, another for accessing specialized knowledge, and yet another for predictive analytics.
Compliance and Governance for Multimodality
Restrict access to information based on identity and/or role, preserve audit trails, and restrict access to third-party system credentials.
Encrypted data at rest and in transit
All data whether in transit or at rest is encrypted. During transit we use TLS 1.2 and at rest we use AES-256 bit encryption. Data retention policies can be customized at the PDE level, so customers have full control and ability to customize data storage as fits their use cases.
Least access rights
For privacy compliance we make sure that only certain people have access to certain environments based on their role. Roles-based privilege can be determined differently on a per-customer basis.