Sharpen Usable AI

Overview

Sharpen Usable AI is a bundle of AI-powered features designed to enhance the quality, efficiency, and intelligence of your contact center operations. These features work across your existing queues and interactions to automate time-consuming tasks, surface actionable insights, and help your team deliver a more consistent and effective customer experience.

The Usable AI bundle must be enabled on your account before any of the features below can be used. Contact your Account Manager or Client Success Manager to confirm access or to get started.

Features

AI Insights

Chat with your contact center data in plain language to get instant analysis, performance summaries, and strategic recommendations — without manually sifting through reports and charts. AI Insights is integrated directly into the Insights tab and responds to both targeted questions and broad analysis requests. For broad analyses, it returns a structured breakdown covering an executive summary, key insights, strategic recommendations, and expected outcomes.

View the AI Insights article →

AI Agent Panel (Logic+)

The Logic+ AI Agent panel connects a caller to a configured AI agent within your Logic+ flow, enabling fully conversational self-service interactions powered by a large language model (LLM). When a caller reaches this panel, they are handed off to the AI agent, which engages them in natural conversation and determines the outcome, either resolving the interaction on its own or escalating to a live agent based on the conversation.

View the Logic+ AI Agent Panel article →

AI Agent Data Source (Logic+)

The Logic+ AI Agent data source is available in Insights and contains interaction-level records for calls handled by your configured AI Agents. It captures the full scope of an AI agent conversation—from call metadata and caller sentiment to AI-generated summaries, tool invocations, and escalation outcomes. Use this data source to build reports and charts that give you visibility into how your AI Agents are performing, where calls are resolving versus escalating, and how customers are engaging throughout the conversation.

View the Logic+ AI Agent Data Source article →

AI Scorecards

Automatically generate a quality score for every interaction based on your defined criteria. AI Scorecards evaluate each interaction and provide a written justification per question, eliminating the need for manual review and delivering more consistent agent feedback at scale.

View the AI Scorecards article →

AI Sentiment and Summary

Automatically generate interaction summaries and sentiment scores for voice, chat, and SMS interactions. Summaries and sentiment data are appended to agent notes in real time as interactions complete and are available for review on the Contact Card in Insights and within Queue Activity reports.

Key capabilities include timeline-based sentiment visualization, segment-level analysis, and linked views across the sentiment graph, audio waveform, transcript, and desktop recording.

View the AI Sentiment and Summary article →

AI Transcript Redaction

Automatically detect and redact sensitive data from call recording transcripts, helping your organization protect customer information and maintain compliance with privacy and regulatory requirements. Redaction is configurable per queue and supports three categories:

Redact PCI — Payment card data, including card numbers, expiration dates, and CVV codes.
Redact PII — Personally identifiable information, including names, addresses, SSNs, dates of birth, and more.
Redact PHI — Protected health information, including medical conditions, medications, and health-related data.

View the Transcript Redaction article →