AI Interaction Summary

Taking notes at the end of an interaction can be time-consuming for frontline users, or not done at all if call volume is high. UNIVERGE BLUE ENGAGE AI Interaction Summary, a Generative AI-based solution powered by UNIVERGE PULSE artificial intelligence, uses Large Language Models that automatically provides a concise, unbiased summary of each contact center call.

What is Generative AI?

Generative AI is a type of artificial intelligence that can create new and original content, such as images, music, or text, on its own. It analyzes patterns in existing data and then uses those patterns to generate new content.

ENGAGE AI Interaction Summary uses Generative AI to analyze transcribed customer calls and then, using prompts created specifically for ENGAGE contact center calls, pulls out the most important aspects of a call to create call summaries.

AI Interaction Summary attaches a summary of a call to the call recording for

Better than call notes - With ENGAGE AI Interaction Summary, the summary of the call is automatically generated, creating a timely and accurate account of the interaction saving the frontline user time and increasing accuracy.

Faster call answering - Completing call notes can take 5 to 10 minutes depending on the length and complexity of a customer interaction. ENGAGE AI Interaction Summary creates the summary of the interaction instantly so frontline users can move to assisting the next caller.

Better coaching and training - Accurate, timely and summarized call notes from ENGAGE AI Interaction Summary allow supervisors more time for coaching without needing to sift through long call recording or call transcriptions.