Contact Center AI is a platform designed to build effective communications between service providers and their clients. It is a comprehensive product that includes all dialogues from chatbots, as well as all calls transcribed on a virtual PBX.
Contact Center AI is an operator interface that requires other products to function: a virtual PBX and/or chatbots. It is an overlay on other products, allowing for more quality interaction with clients.
To maximize the possibilities of the AI Contact Center, the following products, services, and options need to be connected:
- Contact Center AI;
- Chatbots;
- Phone number;
- Virtual PBX:
- Call Recording - for the possibility of transcription and transmission of transcribed dialogues to the AI Contact Center. See How to enable "Call Recording”.
- Speech Synthesis - for using "Question-answer" and "Speech synthesis" elements in PBX scenarios, which are recognized and transmitted to the AI Contact Center in real-time; it can be useful in cases where an operator's connection is required during a call, then they can track what questions the client asked, and what was discussed before their connection. See How to enable Speech Synthesis - Speech-to-Text / Text-to-Speech.
- Transcribe calls - for transmitting transcribed dialogues to Contact Center AI.
Contact Center AI provides extensive capabilities for analyzing communications with the client. For example, you can automatically assess the quality of each incoming request, whether the client was satisfied or if the tone of the conversation was negative, and the operator could not calm the client.
Also see:
Contact Center AI >> Classifier
Contact Center AI >> Speech Analytics
Contact Center AI >> Templates
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