NICE Launches Enlighten AutoSummary for Agent Interaction Summaries
Kanesa David — December 12, 2022 — Tech
References: nice & martechseries
NICE’s all-new Enlighten Autosummary AI contact center solution creates contact center summaries of every virtual agent's customer interactions. With a more thorough understanding of the consumer context than in past contacts, agents may focus entirely on resolving the client's issue throughout a call instead of summarizing what is being said.
Enlighten AutoSummary uses machine learning to continually enhance its comprehension of specific customer and agent actions to provide more instructive call summaries. Enlighten AutoSummary integrates with any CRM system so that any agent may view all notes using the tools they are currently familiar with.
The supervisor and the next agent both receive all the information they require from Enlighten AutoSummary to deliver smoother, more individualized customer care consistently.
Image Credit: NICE
Enlighten AutoSummary uses machine learning to continually enhance its comprehension of specific customer and agent actions to provide more instructive call summaries. Enlighten AutoSummary integrates with any CRM system so that any agent may view all notes using the tools they are currently familiar with.
The supervisor and the next agent both receive all the information they require from Enlighten AutoSummary to deliver smoother, more individualized customer care consistently.
Image Credit: NICE
Trend Themes
1. AI-contact-center-summaries - AI-based contact center solutions that creates summaries of customer-agent interactions promoting faster resolution and greater satisfaction.
2. Crm-integration-for-autosummary - CRM integration for autosummary can enhance agents' understanding of the consumer context and enable more instructive summaries.
3. Machine-learning-for-contact-center - Use of machine learning algorithms improve the comprehension of specific customer and agent actions allowing for more accurate and efficient analysis.
Industry Implications
1. Contact-centers - AI-based contact center solutions like Enlighten AutoSummary are disrupting how contact centers operate, emphasizing the need for intelligent automation that improve customer experience.
2. Crm-providers - CRM providers that integrate with Enlighten AutoSummary can differentiate themselves from their competitors and empower companies to deliver better customer care.
3. Machine-learning-software-vendors - The demand for machine learning-powered contact center solutions is increasing, presenting an opportunity for software vendors to provide offerings that improve customer care and satisfaction.
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