Calabrio has unveiled its latest GenAI-powered feature - Interaction Summary - that offers contact centers a streamlined way to enhance customer experiences, boost productivity, and reduce costs.
“Calabrio is leading the way in creating industry standards and improving agent and contact center efficiency, using innovative technology to capture interactions. 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,” said Joel Martins, Interim CEO and Chief Technology Officer, Calabrio.
Traditionally, agents spend valuable time summarizing and documenting customer interactions. With Calabrio's Interaction Summary feature, AI technology automatically generates concise and impartial summaries for each interaction. This not only saves time and increases productivity for agents but also ensures consistency in logging and referencing.
This innovative feature equips contact centers to drastically reduce or eliminate post-call work time by automatically summarizing every customer interaction for agents. Moreover, it seamlessly exports summaries to any CRM system through an open API.
Success story
AAA Northeast, an early adopter of Calabrio's Interaction Summary, has experienced its benefits firsthand. Natoya James, Quality Assurance Manager at AAA Northeast, commended the feature for its unbiased insights, which have significantly improved productivity. By saving 5-6 minutes per call in manual research and note-taking, the Interaction Summary has proven itself as a valuable asset to their team.
Calabrio's Interaction Summary is already available and is just one of many planned enhancements to expand the company's GenAI capabilities. This launch follows Calabrio's strategic acquisition of Wysdom.ai, an AI chatbot analytics company, signaling a commitment to integrating AI technologies into their workforce management platform.
Elsewhere, Calabrio has unveiled Calabrio GovSuite, a cloud contact center solution authorized under the Federal Risk and Authorization Management Program (FedRAMP) Moderate level.
