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📋 What’s about

Integration of artificial intelligence tools with XCALLY can radically transform the dynamics of your contact centers, improving operational efficiency, customer experience and overall business results.

XCALLY integrates AI Tools features in several functions. Take a look to find out where the AI Tools integrations have been implemented

Feature

Description

AI Tools Quality Analysis for
Voice Recordings

You can use Transcribe, Sentiment Analysis and Post call Analytics tools features on your Voice recordings to improve the customer experience, optimize operations, and achieve business goals

AI Cally Square Blocks

You can configure your Cally Square projects, by using Bots, TLS and ASR features to do automatic speech recognition and transcription

AI Chatbot

The ChatGPT Bot is an application that can be inserted in the action flow of a chat website, sms or open channel interactions and WhatsApp channel to manage interactions with OpenAI models

OpenAI Assistants

OpenAI Assistants are OpenAI models that can answer to human queries, by starting from business files uploaded in the relative section. Assistants are in Beta version

(blue star) Requirements

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  • You To use AI features on action flow and cally square, you need to enable license AI moduleon your license → LICENSE

  • Then you can check on the XCALLY License section if AI tools add-on is active

(info) Remember to carefully read the Requirements of the feature you are interested in

  • To use AI features on voice recordings, , you need to enable Quality Analysis on your license

  • To configureAI Prompt (with Assistants and File upload), you need to enable Assistants on your license. Moreover if you want to insert Assistants in action flow of your channels, you need also to enable AI

⏺️ Voice Recordings

Transcription, sentiment analysis and post-call analytics of voice recordings in a contact center can lead to a number of significant benefits:

  • By analyzing transcripts and call data, supervisors can assess the quality of customer interactions and identify areas where agents can improve;

  • Sentiment analysis can help identify dissatisfied customers during a call, taking prompt action to solve problems, improving customer experience;

  • By analyzing past calls, you can identify patterns of recurring problems and develop effective solutions to resolve them more quickly, by improving overall contact center efficiency

Explore how to use AI tools Quality Analysis on your Voice Recordings → https://xcally.atlassian.net/wiki/spaces/XM/pages/1940165125/V3+Voice+Recordings#Voice-Recordings-with-AI-Tools

🔧 AI Blocks on Cally Square

You can configure your IVR Projects, by using useful AI tools features to improve the general experience in contact centers contexts. In general, these tools can support human agents by providing them with real-time information during calls, helping them solve customer problems more effectively:

  • Virtual voice agents can automate many of the inbound interactions by handling common customer questions, providing instant responses to customers, reducing wait times

  • Virtual voice agents can be on 24/7, enabling customers to get assistance and support at any time

  • Virtual voice agents can be configured to understand and respond to specific customer needs, providing a more personalized and targeted experience

You can decide to use:

🤖 AI Chatbot

ChatGPT Bot is an application that can be inserted in the action flow of a chat website, open channel and SMS interactions and WhatsApp channel to manage interactions with OpenAI models. In this way we integrate our system with OpenAI's algorithms and APIs to manage interactions:

  • the bot collects data about customers, which can then be processed by agents

  • it will be possible to train the bot with business material, using in the future AI assistants (coming soon), by configuring specific actions based on business needs

Explore how to configure ChatGPT Bot:

Info

Starting from version 3.35.0 it’s also possible to configure OpenAI Assistants, by uploading company files, so the bot can be instructed to answer to specific customer requests by retrieving information from these documents: Let’s explore how to at this link