Intelligence Engine 1.1 Release Notes
We are excited to announce the release of the AI-Powered Intelligence Engine, which provides you with a number of features and a powerful tool - Intent Studio - designed to enhance your ability to understand and evaluate customer interactions using AI. These features empower your team to scale Quality Management, extract meaningful insights, and improve customer experience through automation and analytics. Central to this new platform are “Intents”, which you define to recognize certain phrases or topics in an interaction, such as 'making a payment' or 'inquiring about a service.' These are the fundamental building blocks used to automatically score interactions, categorize conversations, and analyze trends.
Note: The features are available in voice and chat interaction channels. Support for emails will be introduced later.
AI Quality Management
Automatically evaluate interactions using a scoring form tailored to assess compliance, quality management, and customer satisfaction.
Quality Measurement: Automatically evaluate a high volume of interactions for key quality areas:
- Provides continuous, consistent, and unbiased scoring.
- Results can be aggregated by agent, team, or service to track trends and performance.
100% Compliance Monitoring: Ensure required statements and behaviors are present in every applicable interaction:
- Highlight critical failures like missing disclosures or incomplete mandatory authentication steps.
- Designed for full coverage of compliance-sensitive calls.
AI-Based Satisfaction Survey: Estimate customer satisfaction from conversation content.
Categorization (Intent Analysis)
Classify interactions based on conversation content using advanced AI or grammar-based rules, for structured analysis, targeted tracking, and the mining of actionable insights:
- Categorize Interactions: Organize conversations into meaningful categories for focused analysis.
- Track Key Content: Monitor specific items (e.g., product mentions) with percentage metrics and trend insights.
- Enable Agile Responses: React swiftly to emerging issues or shifts in volume, promoting customer satisfaction and effective resource utilization..
- Correlate with Key Attributes: Compare intent performance data segmented by other intents, dispositions, services, dates, and times for deeper, actionable insights.
Intent Studio
A central workspace for creating, managing, and refining intents used across AI Quality Management and Categorization:
- Define Intents with AI or Grammar-Based Rules: Create precise intent definitions using either advanced AI models or grammar-based keyword rules, depending on your needs.
- Organize with Folders: Group intents into folders for easier navigation and maintenance.
- Test and Refine Using Real Data: Use real interaction examples to test intent extraction, adjust configurations, and reduce false positives, ensuring relevance and high accuracy.
Discovery
Automatically surface unknown or emerging topics in customer interactions - helping you stay ahead of trends and continuously refine your understanding of customer needs:
- Reveal Hidden Trends: Identify unknown topics and emerging patterns in customer interactions for valuable insights.
- Streamline Tag Management: Review and block irrelevant tags for accurate, actionable data.
- Track Trends Continuously: Monitor changes in real-time and visualize tag trends for proactive decision-making.
- Correlate with Key Attributes: Analyze tags in relation to dispositions, services, dates, and times for deeper contextual insights.
- Prepare Data for Intent Analysis: Use identified topics to create Intents for detailed tracking and analysis.
Historical AI Summary
Generate structured summaries of past interactions with customizable templates tailored to the needs of each service:
- Faster Reviews: Help Quality Managers and Analysts quickly understand interactions without having to read or listen to the full conversation.
- Structured Format: Organize content into clear, scannable sections (e.g., Reason for Contact, Outcome, Next Steps) for easier navigation and focus.
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.
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.