AI Features on XCALLY

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

Requirements

Quality Analysis

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 post 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 Quality Analysis on your Voice Recordings with AWS or OpenAI cloud provider.

Starting from version 3.50.0 you can launch quality analysis also on Cally Square Recordings.

AI Blocks on Cally Square

You can configure your IVR Projects, by using useful AI 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:

• TTS - Text to Speech to convert text to speech → V3 IVR Blocks | TTS Text to Speech

• ASR - Automatic speech recognition to transform voice to text → V3 IVR Blocks | ASR Automatic speech recognition

• Bots to configure voicebot by using the available integrations. Remember that we will apply a cost per each AI Conversation managed by bots. → Bots

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

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 AI assistants, by configuring specific actions based on business needs

Discover how to configure a chatbot Video tutorial

Remember that the Bot costs are billed directly on your OpenAI/DeepSeek account + the number of AI-managed conversations that you can see in AI conversation dashboard

Explore how to set a ChatGPT Bot:

• on your chat action flow → https://xcally.atlassian.net/wiki/x/C4Dpj

• for Open Channel interactions → ChatGPT Bot on OpenChannel

• on WhatsApp Channel → ChatGPT Bot on WhatsApp

• on SMS interactions → ChatGPT Bot on SMS Channel

AI Agent Assistants

Starting from version 3.40.0, it’s possible to configure AI Agent Assistants, to help agents in interaction management.
Remember that the AI Agent Assistant Bot costs are billed directly on your OpenAI account + the number of AI-managed conversations that you can see in AI conversation dashboard

The AI Agent Assistant can be:

• a contextualized support for agents who can request through a dedicated button on messaging channels for a virtual agent to answer questions posed by the customer

• a conversation with the bot, directly opening the Internal Messenger from Agents' interface

Explore how to set AI Agent Assistants → AI Agent Assistants

Real-time translator

This add-on is available starting from version 3.42.0 and it allows to translate incoming and outgoing messages during text conversations via SMS, WhatsApp, Chat and Open Channel. The purpose is to facilitate interaction with customers of different languages, allowing agents to receive immediate translation of messages and send translated responses quickly and efficiently. Discover how it works → Real-time Translator

Real-time translator is also available for Voice channel as plugin, carrying out real-time transcription and translation of what is said and through a text channel allows the agent to write a message in his language. This message will be translated into the customer's language and synthesized vocally. → Live Call Translator

Botify

The Botify Plugin makes it possible to facilitate interactions using a softbot.
With a defined bot flow, Botify can automatically dispatch various types of messages. The plugin's intelligent design allows it to dynamically adjust the conversation based on the customer's responses or the data retrieved from REST API requests, ensuring efficient communication with customers → Botify

AI Conversations Dashboard

The AI Conversations dashboard allows you to track data on AI managed conversations across all channels and bot providers currently supported (AWS Amazon Lex, Deepseek, Google Dialogflow V2 and OpenAI ChatGPT). With this tool you can analyze the volume of AI usage in your contact center, with the ability to filter by channel, time period, and other criteria --> AI Conversations Dashboard

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