New GenAI Interaction Summary Reduces After-Call Work

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 Wysdom.ai, 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.

About Calabrio

The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite.

Find out more about Calabrio