AI Features on XCALLY
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What’s about
XCALLY integrates the functionality of third-party providers, connecting only the Partner/Client's accounts with the provider. XCALLY does not access the Partner/Client's AI data. XCALLY does not manage these technologies therefore has no responsibility over them. The handling, monitoring and implementation of them is exclusively referred to the Partner/Client.
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
Feature | Description |
|---|---|
Quality Analysis for | You can use Transcribe, Sentiment Analysis and Post call Analytics features on your Voice recordings to improve the customer experience, optimize operations, and achieve business goals. Moreover you can configure Categories, so groups of filters to analyse recordings in details |
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 |
AI Agent Assistants | With this feature Agents can be helped by AI Assistants configured in AI prompts section. So agents can find answers for customers thanks to the AI Assistants, by asking help on internal messenger and on textual channels (SMS, Chat, WhatsApp and Openchannel), by retrieving information from company files uploaded to configured assistants. |
Requirements
To use AI features on action flow and cally square, you need to enable AI on your license → LICENSE
To use AI features on voice recordings, , you need to enable Quality Analysis on your license
To configure AI Prompt (with Assistants and File upload), you need to enable Assistants on your license
To set AI Agents Assistants, you need to enable Agents Assistants on your license
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 Quality Analysis on your Voice Recordings → V3 Voice Recordings | Voice Recordings with AI Tools
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 → V3 IVR Blocks | Bots
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:
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
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
AI Agent Assistants
Starting from version 3.40.0, it’s possible to configure AI Agent Assistants, to help agents in interaction management. It 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