List of Uniphore U-Self Service Customers
Uniphore
1001 Page Mill Road Building 4, Suite 100-B,
Palo Alto, 94304, CA,
United States
Palo Alto, 94304, CA,
United States
1 650-352-5500
Professional Services
800
$140M
Since 2010, our global team of researchers has been studying Uniphore U-Self Service customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Uniphore U-Self Service for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Uniphore U-Self Service for Chatbots and Conversational AI include: Shufersal, a Israel based Retail organisation with 16600 employees and revenues of $4.66 billion, Puget Sound Energy, a United States based Utilities organisation with 3300 employees and revenues of $3.80 billion, State Collection Service, a United States based Banking and Financial Services organisation with 700 employees and revenues of $75.0 million and many others.
Contact us if you need a completed and verified list of companies using Uniphore U-Self Service, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Puget Sound Energy | Utilities | 3300 | $3.8B | United States | Uniphore | Uniphore U-Self Service | Chatbots and Conversational AI | 2022 | n/a |
In 2022, Puget Sound Energy deployed Uniphore U-Self Service in the Chatbots and Conversational AI category to introduce visual IVR and multimodal self-service for customer interactions across the Puget Sound region. The deployment used Uniphore U-Self Service and the Self-Service Agent offering to surface guided, screen-based flows in parallel with voice channels, aiming to shift routine requests into digital self-serve paths.
Implementation focused on configuration of visual IVR and multimodal self-service modules to support common utility requests, specifically start and stop service workflows, outage reporting, and billing inquiries. These functional workflows were instrumented to collect inputs through conversational prompts and visual menus, enabling task completion without agent intervention when possible.
Operationally the project covered customer service and contact center functions across Puget Sound Energy operations in the United States, routing eligible contacts into the visual self-serve experience and reducing live agent handling for standard inquiries. The deployment is reported to have driven up to 30% of customers to opt into visual self-serve, with nearly 70% of those completing tasks without an agent, contributing to reduced customer effort and lower average handle time.
Governance centered on embedding the Uniphore U-Self Service flows into existing customer service workflows and provisioning the Self-Service Agent capabilities to orchestrate handoffs when escalation was required. Configuration and monitoring emphasized maintaining task completion rates for start stop service, outage, and billing processes while preserving escalation paths to live agents for complex cases.
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Shufersal | Retail | 16600 | $4.7B | Israel | Uniphore | Uniphore U-Self Service | Chatbots and Conversational AI | 2020 | n/a |
In 2020 Shufersal implemented Uniphore U-Self Service to add guided self-servicing across website, mobile app, IVR and WhatsApp. The deployment used Uniphore U-Self Service as a Chatbots and Conversational AI solution to deflect contact center volume for e-commerce and support operations in Israel.
The implementation centered on Uniphore’s U-Self Service Self-Service Agent capabilities and the vendor referenced no-code multiexperience designer and guided self-service workflows. Configuration work focused on conversational flow design, intent-driven routing and scripted guidance to resolve common commerce and support inquiries without live agent intervention.
Operational coverage extended across digital storefront touchpoints and telephony channels, integrating the conversational layer into web chat, mobile app experiences, IVR sessions and WhatsApp customer threads to provide a unified digital concierge. Standard escalation patterns were retained so conversations could be handed over to live agents when necessary, enabling contact center deflection while preserving agent-assisted support.
Governance and rollout proceeded under an accelerated timeline during COVID lockdowns, with operational changes to contact handling and digital-first routing policies to prioritize automated resolution. The project substantially reduced call volumes and sped resolution times during COVID lockdowns, directly impacting customer service and e-commerce support functions.
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State Collection Service | Banking and Financial Services | 700 | $75M | United States | Uniphore | Uniphore U-Self Service | Chatbots and Conversational AI | 2024 | n/a |
In 2024 State Collection Service deployed Uniphore U-Self Service to automate outbound and interactive collections for its healthcare receivables business, using Chatbots and Conversational AI to add texting channels and improve contact routing. The implementation targeted collections workflows across the United States and the company configured the solution to operate within its existing collections operational scope.
Uniphore U-Self Service was configured as a self-service agent for outbound outreach and interactive inbound handling, with texting capabilities to escalate or resolve account inquiries without agent intervention. Functional capabilities implemented included automated outbound dialing and messaging flows, interactive self-service prompts for account reconciliation and payment routing, and automated updates to demographic fields to reduce manual data maintenance.
Operational coverage focused on the collections department handling healthcare receivables in the US, with the application integrated into contact routing and agent escalation workflows to prioritize live agent intervention when necessary. Governance centered on operationalizing the self-service agent within existing collections processes, with configuration controls for routing thresholds and escalation rules to balance containment and agent handoffs.
According to the vendor case study the deployment achieved a 25% containment rate to self-service and collected $2 million in the first two quarters of operation, outcomes reported by the vendor. State Collection Service Uniphore U-Self Service Chatbots and Conversational AI implementation emphasized automated outbound collections, texting enabled engagement, and reduced manual demographic updates as core operational improvements.
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FAQ - APPS RUN THE WORLD Uniphore U-Self Service Coverage
Uniphore U-Self Service is a Chatbots and Conversational AI solution from Uniphore.
Companies worldwide use Uniphore U-Self Service, from small firms to large enterprises across 21+ industries.
Organizations such as Shufersal, Puget Sound Energy and State Collection Service are recorded users of
Uniphore U-Self Service for Chatbots and Conversational AI.
Companies using Uniphore U-Self Service are most concentrated in Retail, Utilities and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Uniphore U-Self Service are most concentrated in Israel and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Uniphore U-Self Service across Americas, EMEA, and APAC.
Companies using Uniphore U-Self Service range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 33.33%.
Customers of Uniphore U-Self Service include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Uniphore U-Self Service customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Chatbots and Conversational AI.