CASE STUDY

Making AI Real: Unique Differentiators of DATAMARK’s AI Solution – DataSmart

Making AI Real: Unique Differentiators of DATAMARK’s AI Solution – DataSmart

As contact centers navigate the demands of a fast-paced, multilingual world, adopting cutting-edge technology is no longer optional—it’s essential. This overview explores how DATAMARK’s AI-powered knowledge base, DataSmart, transforms call handling by leveraging generative AI for real-time answers, acronym decoding, and multilingual support. By streamlining workflows, improving accuracy, and enhancing agent productivity, DataSmart sets a new standard for operational excellence, empowering contact centers to deliver seamless, high-quality customer experiences.

image depicting AI call transcription for contact center BPO.

Introduction

Revolutionize how your contact center operates with DataSmart, DATAMARK’s proprietary AI knowledge base solution. Designed to bridge the gap between knowledge management and
operational excellence, DataSmart addresses unique contact center challenges like decoding acronyms, offering real-time
insights, and streamlining workflows. With measurable impacts on efficiency, quality, and agent performance, DataSmart is not just another AI tool—it is the key to unlocking transformative ROI and enhanced customer experiences.

Overview of AI: Generative, Conversational, and More 

There is no such thing as “General AI”. Artificial Intelligence (AI) encompasses a broad spectrum of technologies that drive
automation and intelligence in modern systems. The two most common AI technologies that you have likely heard of are
described below:

  • Generative AI: Focuses on generating human-like content such as text or speech based on context. It powers use cases like automatic summaries, call transcriptions, and chatbot responses.
  • Conversational AI: Designed for interactive, real-time engagement with users. It is customer-facing and interprets speech or text to provide intuitive responses, often integrating with Generative AI for backend capabilities.

Key Differences: While generative AI creates, conversational AI interacts. Together, they enhance operational efficiency in contact centers by automating mundane tasks and enabling real-time interactions. 

Use Cases of AI in Contact Centers 

AI is transforming the contact center landscape with applications such as: 

  • Real-Time Answering: Instant responses to customer queries reduce hold and handle times. 
  • Real-Time Transcriptions: Enabling sentiment analysis and multilingual support. 
  • Agent Assistance: AI knowledge-base tools provide quick access to complex data, improving accuracy. 
  • Call Summarization: AI call summarization tools provide agents with an immediate summary of their calls, eliminating the tedious, long, traditional after-call work processes. 
  • Multilingual Support: AI tools enable agents to handle inquiries in multiple languages seamlessly. 
  • Performance Insights: Analytics and reporting tools like Power BI offer actionable insights into agent-customer interactions. 
  • Acronym Decoding: AI bridges communication gaps by interpreting industry-specific terms and acronyms in real time. 

DATAMARK’s Proprietary AI Solution: DataSmart

What is DataSmart? 

DataSmart is DATAMARK’s AI-powered knowledge base designed to empower contact center agents with real-time
information and actionable insights. Simply put, DataSmart’s main job?
Generative AI – Knowledge Base.

Key Features and Capabilities

  • AI Knowledge Base: Leveraging any data source, DataSpark summarizes and answers agents’ questions in natural language.  
  • Custom Acronym Interpreter: Automatically decodes industry-specific terms and acronyms to ensure agent clarity. 
  • Agent Notification System: Delivers proactive alerts based on query trends or flagged issues. 
  • Comprehensive Reporting: Integrates with Power BI to provide detailed insights into questions asked, agent usage, and knowledge gaps. 
  • Multilingual Capabilities: Handles inquiries in one language and delivers outputs in another, such as transcribing in Spanish and summarizing in English. 
  • Data Integration: Pulls information from any data source, ensuring a truly customized knowledge base.  

How it Works

DataSmart combines Azure AI – Generative AI technologies with a unique middleware architecture (Bridging software), enabling
seamless integration with contact center platforms. By leveraging AI to interpret queries and provide accurate responses, it ensures agents always have the right information at the right time.

Unique Differentiators of DataSmart

DataSmart is not like every other Generative AI product on the market. It is unique! Below are the top differentiating factors of our AI product, DataSmart!

ROI and Proven Results

DataSmart does not just enhance performance—it delivers measurable ROI:

  • 6% Reduction in Handle Time: For a retail client, DataSpark shortened average-handle time by 6%, enabling higher call volumes without additional staffing. 
  • 2.1% Quality Improvement: Ensured consistently correct answers, boosting customer satisfaction scores. 
  • Cost Savings: Reduced inefficiencies and errors, delivering significant operational savings compared to traditional knowledge base systems. 

By combining these results with its cost-effective design, DataSmart ensures clients see tangible returns within months of implementation.

Unlock the power of DataSmart—book your free demo now!

Experience the future of AI-driven efficiency in contact centers with DATAMARK’s DataSmart. Schedule a demo or proof-of-concept today to see how our solution can:

  • Reduce average handle time (AHT). 
  • Improve call quality and compliance. 
  • Enhance agent satisfaction and productivity. 


Ready to revolutionize your contact center? Schedule a DataSmart demo to experience AI in action!

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