AI Features in XCALLY

Integrating artificial intelligence (AI) tools with XCALLY can significantly enhance the performance of your contact center by improving operational efficiency, elevating the customer experience, and driving better business outcomes.

XCALLY supports AI integration across various features. Below is a detailed overview of where and how AI capabilities are applied within the platform.

The Quality Analysis feature allows you to apply transcription, sentiment analysis, and post-call analytics to your voice recordings, unlocking valuable insights for contact center management.

Key Benefits:

• Enhanced Interaction Assessment: Supervisors can review transcripts and analyze call data to assess customer service quality and pinpoint agent improvement areas.

• Customer Sentiment Tracking: sentiment analysis helps identify dissatisfied customers, allowing for faster resolution and a better customer experience.

• Issue Pattern Recognition: by analyzing multiple calls, recurring issues can be detected, enabling teams to design proactive solutions and improve overall contact center efficiency.

You can use AWS or OpenAI as cloud provider to run Quality Analysis on your recordings.

📌 Starting from XCALLY Motion version 3.50.0, Quality Analysis can also be executed on Cally Square Recordings, in addition to standard voice recordings.

XCALLY enables the integration of AI features directly into your IVR projects through Cally Square. These tools enhance the efficiency and quality of interactions in contact center environments by automating tasks and supporting agents during live calls. Benefits of AI-Powered IVR:

• Automated Interactions: virtual voice agents can handle routine customer queries, deliver instant responses, and significantly reduce wait times.

• 24/7 Availability: AI voicebots operate around the clock, ensuring continuous customer support without human intervention.

• Personalized Customer Experiences: voice agents can be configured to interpret specific customer intents, enabling tailored and context-aware responses.

You can incorporate the following AI features into your IVR design:

• 🔊 TTS – Text-to-Speech: convert text into natural-sounding speech using supported TTS engines → Text to Speech Blocks

• ASR - Automatic speech recognition: transcribe spoken input into text to enable dynamic interaction flows → Automatic Speech Recognition Blocks

• Bots: configure voicebot by using the available integrations. A usage-based fee applies for each AI conversation managed by voice bots → Bots

Discover how to configure a voicebot in your Cally Square project Video tutorial

The ChatGPT Bot is a powerful AI-driven application that can be embedded into the action flow of various communication channels—Web Chat, Open Channel, SMS, and WhatsApp—to manage conversations using OpenAI models. This integration allows your contact center to harness the capabilities of OpenAI's algorithms and APIs for smarter, more efficient customer interactions.

Key Capabilities:

• Customer Data Collection: the bot can gather relevant information during the conversation, which is then made available to agents for better decision-making and faster resolution.

• Custom Training with Business Material: you can enhance the bot's accuracy and relevance by training it with proprietary business documents using OpenAI Assistants. This enables the bot to provide targeted responses aligned with your organizational knowledge.

You can set up the ChatGPT Bot across multiple channels. Follow the relevant guides below:

• 💬 Chat Action Flow https://xcally.atlassian.net/wiki/x/C4Dpj | Video tutorial

• 🌐 Open Channel Interactions https://xcally.atlassian.net/wiki/spaces/XM/pages/2395111425

• WhatsApp Channel https://xcally.atlassian.net/wiki/spaces/XM/pages/2395471874

• 📩 SMS Interactions https://xcally.atlassian.net/wiki/spaces/XM/pages/2420703233

• AI model usage (e.g., OpenAI or DeepSeek) is billed directly to your account with the respective cloud provider.

• An additional cost is incurred per AI-managed conversation, which is tracked and displayed in the AI conversation dashboard.

FROM VERSION 3.40.0

You can configure AI Agent Assistants to support your agents in real-time during customer interactions. These virtual assistants leverage OpenAI models to provide contextual, on-demand assistance—improving agent performance and response quality.

• AI model usage (e.g., OpenAI or DeepSeek) is billed directly to your account with the respective cloud provider.

• An additional cost is incurred per AI-managed conversation, which is tracked and displayed in the AI conversation dashboard.

The AI Agent Assistant can operate in two main modes:

1. Contextual Support During Messaging Interactions: agents can trigger the assistant via a dedicated button on supported messaging channels. The assistant will then analyze the customer’s question and provide a relevant answer in real time.

2. Direct Interaction via Internal Messenger: agents can open a conversation with the AI assistant within the Internal Messenger interface to ask questions and retrieve information sourced from uploaded business documents (via OpenAI Assistants).

→ Configure AI Agent Assistants

FROM VERSION 3.42.0

The Real-Time Translator add-on enables live translation of incoming and outgoing messages during customer interactions across multiple text and voice channels (SMS, WhatsApp, Chat and Open Channel). This feature enhances agent productivity and supports seamless multilingual communication in real time.
Agents receive translated versions of incoming messages and can respond in their native language. The system automatically translates the response before it is sent to the customer, ensuring fluid and accurate communication across language barriers → Real-time Translator

The real-time translation plugin for Voice channels allows:

• Real-time transcription of spoken words

• Instant translation of the transcription

• Agent responses to be typed in their own language and:

  • Translated into the customer's language

  • Converted into speech and played back to the customer

This enables efficient multilingual voice interactions even when agents and customers speak different languages → Live Call Translator

The Botify Plugin enables seamless automation of customer interactions using a softbot across supported text-based channels such as WhatsApp, Open Channel, and Web Chat.

With a predefined bot flow, Botify can dispatch various types of messages automatically, ensuring consistent and timely responses.

The plugin intelligently adapts conversations in real time based on Customer input and data retrieved via REST API requests

→ Botify

The AI Conversations Dashboard provides detailed insights into AI-managed interactions across all supported channels and AI providers.

The supported AI Providers are OpenAI ChatGPT, AWS Amazon Lex, Deepseek and Google Dialogflow V2.

With this tool you can analyze the volume of AI-driven conversations to understand adoption and optimize resource allocation. You can filter data e.g. by Channel (e.g., chat, voice, WhatsApp), time range, AI provider.

This dashboard is essential for monitoring AI performance, identifying trends, and ensuring compliance with usage billing --> Explore the AI Conversations Dashboard