Intelligence Engine
This document provides an overview of the AI-powered features for historical analytics and real-time support, allowing you to analyze the interactions supported by your contact center and provide real time assistance to agents.
Before you can log in, a contact center administrator must assign the necessary permissions to your account. Once you have permission, access the Intelligence Engine at https://<your contact center URL>/ia.
Real-time Features
AI Summary for Agents
Assist agents with After Call Work (ACW) by automatically generating interaction notes based on the part of the interaction they handled.
- Reduce after call work duration by allowing agents to copy and paste the summary into their notes.
- Help agents follow company methodology for documenting customer interactions (e.g. STAR).
- Allow agents to focus on the customer interaction without having to keep track of everything that happened during the call.
- Insert the summary into a CRM using a workflow.
Real-Time Suggestions
Provide automatic text suggestions to agents during live chats or calls when the conversation content triggers an Intent. For example:
- Issue reminders to assist your agents maintain compliance.
- Reduce handling time by displaying links to knowledge base articles that are relevant to specific caller questions.
- Prompt your agents to respond accordingly to competitor mentions.
- Provide training tips to newer agents during their customer interactions.
Real-Time Checklists
Configure checklists of key items for agents to cover during interactions. Items are automatically ticked off as the associated Intents are detected in the conversation. Checklist completion is scored automatically, with adherence data available per interaction, per agent, or across teams.
- Track completion of required script items, such as disclosures or verification steps, as they occur.
- Weight checklist items by importance so critical actions carry more influence on the adherence score.
- Show or hide checklist items dynamically based on conversation content or other form data.
- Provide adherence scoring and analytics dashboards to identify coaching opportunities.
Historical Features
Discovery
Identify and tag unknown or emerging topics from your customer conversations to help you understand why customers are contacting you.
- Understand why customers are cancelling your services.
- Track why customers are calling in to allocate resources in the needed areas.
- Get ahead of customer trends.
- Detect complaints about services and products.
Intents
Define grammar or AI-based rules that recognize when a phrase or topic appears in an interaction that is of interest to your business.
- Track conversation topics by assigning them to specific Categories.
- Act as scoring and survey metrics in Autoscoring forms.
- Detect topics of conversation to provide suggestions to agents.
Categories
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.
- Track when customers mention a competitor.
- Gauge a customer’s sentiment.
- Track the status of a sale.
- Track which services are most requested by customers.
- Monitor booking inquiries and cancellation requests.
- Track service inquiries and common issues reported by customers.
- Detect requests for plan upgrades or cancellations.
- Track billing disputes and customer concerns about pricing.
- Identify recurring network complaints.
Autoscoring
Automatically evaluate interactions against configurable scoring forms to provide continuous, consistent assessment of agent performance and customer sentiment for compliance and quality management.
- Cover 100% of interactions
- Fair evaluations by design - same criteria are automatically applied to everyone.
- Automatically mark interactions as failed when your agents are not being compliant.
- Automate agent performance score evaluations.
- Automatically measure customer experience based on the interaction content.
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.
- Understand the subject and outcome of an interaction without listening to the recording or reading the transcript.
- Target specific items brought up in the conversation to be highlighted.
- Improve QA efficiency by allowing quality managers to find the interaction records they need more quickly.
- Increase QA productivity by allowing quality managers to focus on more important tasks.
Utilities and Administration
Conversations Search
Find interactions you are interested in by filtering by various attributes.