NEW! AI Assistant

We have launched a new feature in our Contact Center: we welcome AI Assistant. From now on, agents will receive a brief summary of the conversation they are accessing, which will streamline their task to provide more relevant responses in less time. In this way, the agent gains a global overview thanks to the summary and does not need to read the entire conversation.

Additionally, companies can provide their data to create a bot for this section. In this mode, AI suggests text responses for the user, always prioritizing maximum speed under human supervision. A link will also be provided, allowing the agent to access more information.

• Summary: A brief overview of the conversation highlighting the key points to address so the agent doesn’t need to read the entire dialogue. This section is configurable by the company to translate the entire conversation or skip certain steps, such as those provided by a classic bot with preconfigured responses.

The suggested reply and sources must be preconfigured with the information provided by the company, allowing the use of confidential information since it will be exclusively for internal use and will never be published or shared with the user.

• Suggested Reply: AI provides a response to offer to the user. The agent reviews this information and can choose to send the AI's response, edit it, or write a different response. This option is particularly important in sectors where AI usage is more regulated.
• Sources: AI offers a link where the agent can dive deeper and verify the information suggested by the Assistant. It is possible to add internal sources because this information will never be public. This tool reduces the agent's learning time, as they will always have a virtual assistant available and accessible documentation to verify a response or delve deeper into the topic the user is asking about.