Managing a contact centre is all about ensuring customer queries are answered efficiently – which means directing them to the right agent at the right time. While automatic routing helps with this, there’s still room for improvement, especially when it comes to making smarter, data-driven decisions.
That’s where Gnatta’s new AI-powered features come in. These soon-to-be-released tools promise to automate even more of your contact centre processes, adding capabilities like voice transcription, sentiment detection, and AI-driven response suggestions. Here’s how they could transform your operations:
- Voice Transcription: Automatically generate transcripts of calls and append them as notes.
- Quality Assessment: Use AI to systematically evaluate the quality of each interaction, and trigger additional flows for particularly good (or high risk) QA results. (P.S. See how that might link in nicely with voice transcription…).
- Language & Sentiment Detection: Understand the language and tone of every message, allowing for smarter routing decisions, like sending upset customers to escalation teams or multilingual customers to agents with relevant skillsets.
- Translate & Summarise: Instantly translate or summarise interactions for faster responses.
- Response Suggestions: Get AI-driven recommendations on what to say next, empowering agents to respond more effectively.
Stay tuned – these features are coming soon in a Beta release. Curious? Get in touch for a no-strings demo, right here.