New GenAI Interaction Summary Reduces After-Call Work

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Filed under - Contact Centre News,

Calabrio has announced the general availability of its new generative artificial intelligence (GenAI)-powered Interaction Summary feature.

Available as an add-on, the feature summarizes communications between contact centre agents and customers to improve the customer experience, optimize productivity and save costs.

Agents spend a considerable amount of time summarizing calls and documenting them for future reference.

With the new Interaction Summary feature, AI-based technology will create uniform and unbiased summaries for each interaction, saving time and enhancing productivity, while ensuring consistency for logging and references.

“Calabrio is leading the way in creating industry standards and improving agent and contact centre efficiency, using innovative technology to capture interactions,” said Joel Martins, Interim CEO and Chief Technology Officer, Calabrio.

“Our recent acquisition of Wysdom accelerated our ability to help customers leverage AI and ML (Machine Learning) to maximize agent engagement, productivity and ROI. And the Interaction Summary feature is the start of our next-gen series of features.”

With Calabrio’s Interaction Summary feature, contact centres can:

  • Reduce or eliminate after-call work time by summarizing every customer interaction for each agent automatically.
  • Automatically Export Summaries to any CRM-system via an open API.

An early user of Calabrio’s Interaction Summary, AAA Northeast, praised the add-on feature. “The Interaction Summary feature provides unbiased and useful details and insights that improved our overall productivity,” said Natoya James, Quality Assurance Manager, AAA Northeast. “This summary saves us 5-6 minutes of research per call, eliminating manual listening and note-taking. It’s a valuable technology for our team.”

Available to all customers March 26, Calabrio’s Interaction Summary feature is one of several planned additions to expand the company’s GenAI capabilities.

This launch comes after Calabrio’s acquisition of, an AI chatbot analytics company, to accelerate the integration of AI into their powerful workforce management platform.

Calabrio will continue adding next-gen functions to improve agent and call centre quality in the next few years.

This blog post has been re-published by kind permission of Calabrio – View the Original Article

For more information about Calabrio - visit the Calabrio Website

About Calabrio

Calabrio Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. Through AI-driven analytics, Calabrio uncovers customer behaviour and sentiment, and derives compelling insights from the contact centre.

Read other posts by Calabrio

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Calabrio

Published On: 26th Mar 2024 - Last modified: 27th Mar 2024
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