Tech solutions provider C1, formerly ConvergeOne, in March launched a generative artificial intelligence-powered tool called Elly that has helped organizations better use their data, including previously inaccessible data locked in different business systems.

Now, C1 is expanding Elly into a fully managed platform to keep up with the growing demand for gen AI tools. Elly improves customer and employee experiences by providing easy access to well-organized data. It’s supported by C1 experts who set up, optimize and manage the tool, maintaining data hygiene through continuous cleaning cycles.

The process involves vectorizing data and checking for missing information, duplicates and inconsistencies. So, for example, if a response falls below a certain threshold, Elly flags the issue to an AI expert who works with customers to address data gaps and maintain accuracy.

“We meticulously curate data, which builds a foundation for a robust and clean data architecture,” said C1 Chief Growth Officer Amritesh (Amrit) Chaudhuri. “And with our AI expertise, we maximize the return on investment through deployment, ongoing optimization and oversight of the entire solution.”

Elly integrates with any data source — such as cloud systems and on-premise databases — through application programming interfaces and more than 200 prebuilt connectors. C1’s application partners include Avaya, Cisco Systems, Google, Microsoft, SAP, Salesforce and PayPal. This removes the complexities of AI implementation that many organizations face. Elly can connect to any system and integrate data from various sources, unlike other solutions on the market such as RingCentral.

Furthermore, Elly has rigorous security measures and guardrails. Every AI interaction undergoes multiple security checks and thorough pre- and post-processing to ensure trustworthy responses. According to Amrit, C1 uses dedicated Google Cloud instances, role-based access control and secure vectors with encrypted communications to protect data.

One of C1’s strengths is data management. The company has extensive experience with different data types, such as relational databases, flat files and log files, including unstructured and time-series data. C1 then applies its expertise with AI, machine learning and data science techniques to extract valuable insights and predictions.

C1 is offering two Elly tools as part of the fully managed platform. The first is Automate, the intelligent virtual assistant that launched in March. It provides accurate and contextually relevant responses by analyzing contact center conversations across voice and digital channels. Beyond contact centers, Automate can be used in human resources, information technology and other departments.

The second tool, Assist (pictured), is a new addition to Elly. Assist is an AI copilot explicitly designed for contact centers. It incorporates human agents into interactions between virtual agents and customers. Assist provides real-time summaries, transcripts, and action items to aid agents while they talk to customers.

“Nearly 70% of our workforce are specialized engineers,” said Amrit. “So, we excel in tackling intricate, large-scale technology challenges unique to the enterprise. This is the evolution of Elly, where we now have Assist. We’re going to keep growing the offerings built on the Elly platform.”

In summary, Elly offers customers value in three areas: It connects to any system for seamless data integration, it’s versatile enough to support different departments, and it’s a fully managed solution. This comprehensive approach eliminates the need for separate products, easing the management burden and reducing the challenge of organizations’ lack of skilled resources.

Zeus Kerravala is a principal analyst at ZK Research, a division of Kerravala Consulting. He wrote this article for SiliconANGLE.

Image: C1