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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
Voice Recordings

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.

(blue star) 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 → 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 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:

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

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