3 papers
cs.AI2025
Redefining CX with Agentic AI: Minerva CQ Case Study
Garima Agrawal, Riccardo De Maria, Kiran Davuluri +5
Despite advances in AI for contact centers, customer experience (CX) continues to suffer from high average handling time (AHT), low first-call resolution, and poor customer satisfa…
cs.AI2025
Reversing the Paradigm: Building AI-First Systems with Human Guidance
Cosimo Spera, Garima Agrawal
The relationship between humans and artificial intelligence is no longer science fiction -- it's a growing reality reshaping how we live and work. AI has moved beyond research labs…
eess.AS2020
Uniphore's submission to Fearless Steps Challenge Phase-2
Karthik Pandia D S, Cosimo Spera
We propose supervised systems for speech activity detection (SAD) and speaker identification (SID) tasks in Fearless Steps Challenge Phase-2. The proposed systems for both the task…