By Jesse Freund
12/5/2024
The engineering team at Telepathy Labs has been very busy this holiday season. A lot of the technical work on our Stella AI products has been behind the scenes, but even though this effort is somewhat abstracted from customers, it brings important advancements that will deliver better value and performance—and it will also allow the team at Telepathy to innovate much faster.
So, what have we been busy doing? In simplistic terms, Telepathy Labs completed two major workstreams that set Stella AI up for future success. First, we migrated all customer facing assets to Microsoft Azure. This readies us to go to market with our partner in the future, and it also delivers key performance, availability and security benefits to customers. Second, Telepathy Labs logically decoupled our Stella AI SaaS platform form our Converse backend AI engine—while still offering the ability to interact with our entire platform via a single API. This offers customers true transparency when it comes to the pricing of the components of our conversational AI service, and it sets up Telepathy Labs to innovate faster when entering new markets that can make use of our conversational AI agents.
All told, this work offers customers improved performance, higher availability, better inherited security, an improved cost structure with better value and a faster rate of innovation.
Of course, we also continued to innovate on our core conversational AI platform, and we are also rolling out two new features for Stella AI this holiday season (ho, ho, ho!):
Stella AI can now assist in voice calls to transfer calls to voicemail when needed. Many times, customers call to book an appointment or speak to a representative when a business is closed or when an agent or department is unavailable. Instead of leaving a customer hanging on the line, Stella can now pull back a phone call, and direct the customer to leave a message, while also delivering notifications to the right agent or department.
Stella AI can now book appointments, get answers to frequently asked questions or request a transfer to a department via SMS text and Web chat. Customers typically contact businesses via different communications methods like over the phone, via SMS text or on a company’s Web application—and businesses want to meet customer where they are. Stella conversational AI now supports contact via SMS text and Web chat (in addition to voice). Not only does this allow customers to use their preferred communications method, resulting in better experiences, it also allows businesses to use Stella AI seamlessly from within their own branded Web applications.
The result of all this work is a better experience for Telepathy Labs’ customers—and their customers, as well!
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