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Infrrd's OCR is used for scanning and extracting data from a wide range of documents. It allows the documents to be uploaded as text documents instead of images. Any kind of printed document, be it receipts, invoices, contracts, utility bills, licences, bank statements etc can be scanned easily and promptly with this solution. Infrrd OCR uses NLP instead of templates for recognizing entities in the document, and Machine learning for building an automatic context around the document being handled.
While assisted service aptly describes the human-touch component, intelligent agent engagement more accurately describes the human-touch fueled with technology to drive improved operational efficiency. Intelligent agent engagement is about transforming complex agent desktops, a variety of channels (voice, chat, email, etc) and complex processes (troubleshooting, complicated products, regulatory) into an operationally efficient customer service experience.
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