Calabrio Introduces Groundbreaking AI Feature to Revolutionize Contact Center Efficiency

In a significant stride towards advancing contact center efficiency, Calabrio, a pioneer in workforce performance improves, has unveiled a cutting-edge generative artificial intelligence (GenAI)-powered Interaction Summary feature. Aimed at elevating the customer service experience whilst optimizing agent productivity, this innovation marks a new era in contact center technology, addressing the practical challenges faced in the sector with smart, AI-driven solutions.

The newly introduced add-on feature automates the process of summarizing communications between contact center agents and customers. Agents traditionally spend a substantial portion of their time on post-call work such as summarizing conversations and documenting key points for future reference. This essential yet time-consuming task can now be streamlined through AI, leaving agents free to focus on more critical aspects of their roles.

According to Joel Martins, Interim CEO and Chief Technology Officer at Calabrio, the introduction of the Interaction Summary feature is a testament to Calabrio’s commitment to innovation and efficiency. “Our goal is to set new industry standards for agent and contact center efficiency by harnessing the power of AI to capture interactions,” Martins explained. This development is particularly timely, following Calabrio’s acquisition of Wysdom.ai, a move that has significantly bolstered the company’s AI and Machine Learning capabilities, priming it for further innovation in the field.

The Impact on Efficiency and Productivity

Calabrio’s Interaction Summary feature promises to drastically reduce—if not eliminate—the after-call work time that has traditionally burdened contact center agents. By automatically summarizing each customer interaction, the feature ensures consistency in logging and references, eliminating biases and variations that can arise from manual summarization.

Moreover, these automatically generated summaries can be effortlessly exported to any CRM system via an open API, facilitating seamless integration into existing workflows. The practical benefits of this feature have already been validated by early users such as AAA Northeast. “The Interaction Summary feature provides unbiased and useful details and insights that improved our overall productivity,” stated Natoya James, Quality Assurance Manager at AAA Northeast. James further highlighted the tremendous time-saving potential of the feature, estimating a reduction of 5-6 minutes of research per call.

Looking Ahead

As of March 26, 2024, the Interaction Summary feature has become available to all Calabrio customers, marking the beginning of a series of GenAI-powered features intended to elevate the standards of agent and contact center performance. With this launch, Calabrio reinforces its position as a leading provider of innovative solutions for the contact center industry.

About Calabrio

Calabrio stands as a trusted partner to many leading brands, delivering the Calabrio ONE workforce performance suite. This suite not only helps to enrich and better understand human interactions but also empowers contact centers to become brand guardians. By leveraging connected data, AI-fueled analytics, automated workforce management, and personalized coaching, Calabrio ONE aims to maximize agent performance, exceed customer expectations, and enhance workforce efficiency. As the future of contact centers evolves, Calabrio continues to be at the forefront, driving progress with smart, efficient solutions.