AI Tools on XCALLY
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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 in several functions. Take a look to find out where the AI Tools integrations have been implemented
Feature | Description |
|---|---|
AI Tools for Voice Recordings | You can use Transcribe, Sentiment Analysis and Post call Analytics tools 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, open channel interactions and WhatsApp channel to manage interactions with OpenAI models |
Requirements
You need to enable license AI module on your license → LICENSE
Then you can check on the XCALLY License section if AI tools add-on is active
Remember to carefully read the Requirements of the feature you are interested in
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 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 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 → https://xcally.atlassian.net/wiki/spaces/XM/pages/1940176212/V3+IVR+Blocks#TTS---Text-to-Speech
ASR - Automatic speech recognition to transform voice to text → https://xcally.atlassian.net/wiki/spaces/XM/pages/1940176212/V3+IVR+Blocks#ASR---Automatic-speech-recognition
Bots to configure voicebot by using the available integrations →
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 →
for Open Channel interactions →
on WhatsApp Channel →
on SMS interactions →