Scaling Customer Engagement Through Conversational AI

With over 80% of customers expecting real-time responses, delivering intelligent, scalable engagement has become a critical differentiator for modern enterprises.

HCL UnO Agentic offers a conversational AI framework designed to operate autonomously. These agentic systems interpret user intent, trigger the relevant AI agent, and drive outcomes without requiring manual intervention or complex routing logic.

Using conversational AI Agents improves responsiveness, reduces latency, and delivers a high-quality customer experience with greater operational efficiency, ultimately driving improved customer retention and reduced service costs.

How HCL UnO Agentic Powers Intelligent Customer Engagement

We’ve led enterprise automation with tools like HCL Clara, AIDA, Hero, and T-Vrex, enhancing efficiency and operational control through AI-driven workflows. HCL UnO Agentic takes this intelligence beyond the enterprise, leveraging Conversational AI to deliver real-time and personalized customer engagement at every touchpoint.

Conversational AI dynamically routes each user query to the most contextually relevant AI agent, executing agentic orchestration from the very first interaction. It leverages contextual memory to retain session history and continuously refines its responses based on prior inputs, improving precision over time.

Unlike traditional chatbots constrained by pre-defined decision logic, the agent uses artificial intelligence, machine learning, and real-time context processing to generate responses aligned with users and enterprise policy. It integrates seamlessly with backend systems, workflow engines, and business logic layers, creating a unified interaction model proven to enhance user satisfaction while maintaining operational consistency.

Benefits of UnO Agentic-powered Conversational AI

• Improved efficiency: Automate and streamline complex workflows
• Enhanced CX: Deliver real-time, intelligent interactions
• Cost reduction: Lower operational costs by reducing manual processes
• Scalability: Seamlessly scale across industries and use cases
• Compliance & security: Ensure policy adherence and regulatory compliance

Driving Customer Impact Through Agentic Automation Use Cases

Conversational AI Agent reimagines customer engagement through intelligent, real-time interactions. Designed to operate across industries, it delivers high-impact outcomes at minimal incremental cost, continuously optimizing customer-facing processes while maintaining agility in fast-evolving service environments.

1. Insurance:

1. Claim processing: HCL UnO Agentic automates claims processing by using Conversational AI to validate customer data and trigger claim initiation through cloud services, ensuring accurate validation, faster processing, and compliance with workflows.
2. Fraud detection: Conversational AI, integrated with fraud detection models, analyzes claims in real-time, cross-referencing data and flagging suspicious activities for risk assessment. This reduces false positives, and accelerates claims processing, while ensuring compliance.

2. Fintech:

1. Loan processing: Automate loan processing by using Conversational AI to collect and validate applicant data. It integrates with AI agents to assess credit risk and initiate approval decisions through cloud services, streamlining the process, reducing errors, and ensuring regulatory compliance.
2. Know your customer: Automate the KYC process by utilizing Conversational AI to securely collect and verify customer data. The system cross-references identification documents, performs real-time identity verification, and ensures regulatory compliance.

3. Retail:

1. Order tracking and returns: Conversational AI automates order tracking and returns by interacting with customers to retrieve real-time order data, initiate return processes, and generate return labels, all while ensuring compliance with return policies.
2. Inventory management: Use Conversational AI to automate stock inquiries, order processing, and replenishment triggers. It integrates with inventory databases, checks real-time stock levels, and alerts teams about low stock, improving accuracy and operational efficiency.

The use cases we've explored are just the beginning. HCL UnO Agentic is built to scale across industries, unlocking endless possibilities for automation, innovation, and optimized customer engagement.

Limitless Potential

Conversational AI is transforming customer interactions across industries by enabling real-time engagement, understanding context, and continuously improving through learning. Enhancing CX, streamlining operations, or driving cost efficiencies, its potential is limitless. Deliver personalized interactions on a scale, boosting operational efficiency and customer satisfaction while adapting to evolving market demands. Discover how HCL UnO Agentic can transform your customer engagement. Contact us for a demo today or explore our full capabilities online.