From Bright Pattern Documentation
Intelligence Engine
This document provides an overview of the AI-powered features for historical analytics and real-time support, allowing you to gain deep insights into the interactions supported by your contact center and provide real time assistance to agents.
Bright Pattern's Intelligence Engine provides the following:
- Discovery: Identify and tag unknown or emerging topics from your customer conversations to help you understand why customers are contacting you.
- Category Analysis: Define, track, and categorize specific known topics (intents) to analyze agent behaviors and customer emotions, helping you understand how different conversation elements correlate with one another.
- Autoscoring & Autosurvey: Automatically evaluate interactions against configurable scoring forms to provide continuous, unbiased assessment of agent performance and customer sentiment for compliance and quality management.
- Historical AI Summaries: Provide quality managers and analysts with a complete overview of customer interactions, helping them quickly grasp the context and outcome without needing to review full transcripts.
- Real Time AI Summaries / Notes: Assist agents with After Call Work (ACW) by automatically generating interaction notes based on their specific portion of an interaction.
- Real-Time Suggestions: Provides agents with live, in-call support through real-time checklists, contextual knowledge base articles, and text-based suggestions triggered by the conversation.
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