Interaction Analytics 1.1 Release Notes
Added/Updated Features
Real-Time AI Summary / Notes
Real-Time AI Summary / Notes automates agent note-taking, capturing key information quickly and accurately for both voice and chat interactions. Key benefits include:
- Reduce average handle time: agents no longer need to type notes manually.
- Improve agent focus: agents can concentrate on the customer, knowing the system will capture an editable summary of the conversation.
- Provide comprehensive, structured summaries help agents quickly understand the context of prior communications during follow-up interactions.
You define precisely what information the AI extracts by setting up Summary Templates with multiple Topics, each containing specific prompts to guide the AI on how to analyze each interaction.
This feature comes with real-time transcription and AI.
Real-Time Suggestions for Agents
This release introduces Real-Time Suggestions, allowing you to provide useful suggestions for agents in chats and calls. Suggestions can help you:
- Reduce the average handle time of interactions by providing prepared responses to common customer questions, helping agents quickly and consistently resolve repetitive issues.
- Lower the skill threshold for new agents by providing relevant knowledge base articles, FAQs, or troubleshooting steps.
- Drive upselling and cross-selling by informing agents of products or services targeted based on the topic of the interaction.
The Intent Studio lets you define which Intents (specific customer or agent statements, requests, or attitudes) should be identified in real-time from voice or text transcripts (e.g., a customer saying "I want to cancel my service"). Detected Intents can trigger one or more Suggestions for the agent. Suggestions can be pre-written text, links to knowledge base articles, or other appropriate information.
You can control suggestion visibility, for example, by suppressing them for experienced agents to avoid overload and allow them to handle conversations more naturally.
Analytics tools enable you to evaluate the effectiveness of Real-Time Suggestions by comparing metrics such as average handling time (AHT), customer satisfaction (CSAT), and script adherence for interactions where suggestions were used versus those where they were not.
This feature comes with real-time transcription and (optionally) AI.