AI Summarization & Sentiment Analysis

This feature provides real-time summarization of Chats & SMS to the interaction notes field in Sharpen Q, along with post-transcription summarization of Voice calls. Summaries are available in the new AI Insights datasource, and anywhere that notes exist.

Benefits

Summarization reduces post call work , which in turn increases the number of interactions handled per agent. It streamlines quality management via unbiased summaries of interactions. Sentiment analysis allows trend spotting and improves quality management / agent coaching.

How to Enable:

With the Sharpen AI Bundle, toggle options are available on the Sharpen Q edit screen under Admin → Configuration → Sharpen Q and a new data source in Insights.

• AI Summary

• AI Sentiment Analysis

• AI Insights data source

The AI Summary feature will provide real-time summarization of chats and SMS interaction as the agent enters wrap-up. Email summarization is not supported. When AI Summary is enabled, the interaction notes field in Sharpen Q will be disabled until an agent enters wrap-up, at which time the summary will be inserted and the notes field will become editable. If the backend AI service encounters an error, the notes field will become editable. If 10 seconds elapse without a message from the backend service, the notes field will become editable.

For voice interactions, the summary is generated from the transcription. Transcriptions today take up to 5 minutes to generate. As a result voice calls summaries are only available historically. Summaries will appear historically anywhere interaction notes appear today (The Interaction Notes field in Insights for Voice interactions, the contact card in Insights for Voice & Digital, and the contact card from the contact history in Sharpen Q, etc.) as well as in the new AI Insights data source under the Summary field.

The AI Sentiment Analysis feature provides a sentiment score of the interaction, taking into account both the agent and the caller. These scores will appear both in Insights (in the new AI Insights data source) as well as on the contact card. Possible scores and their associated labels are as follows:

Both the Sentiment Score and the Sentiment Label are new filterable fields in the AI Insights data source and they both appear on the contact card of the interaction.