Optimize your contact center operations using the power of Artificial Intelligence (AI).
Effortlessly gauge the sentiment of call conversations. Trigger actions based on signals and
keywords detected during a conversation. Turn on AI-generated call summaries for efficient
analysis.
Required Editions
- Auto-Generated Sentiments of Call Conversations
Improve customer service and rep training with sentiment analysis of call conversations. Reps and supervisors can view turn-by-turn sentiment alongside the call recording from a previous conversation. Supervisors can easily spot moments when the customer or rep isn’t happy, listen to the corresponding recorded call segments, and then provide better rep training.
- Triggered Actions Based on Call Conversations
To help your reps during calls, automatically trigger actions based on intelligence signals from your telephony system or keywords mentioned by reps or customers. For example, send the supervisor a notification when a customer uses profane language.
- AI-Generated Work Summaries of Calls
To save time and be more attentive during conversations with customers, reps no longer have to take notes and summarize the call conversation. The rep can use Einstein Work Summary to generate a high-quality summary of a voice calls.
