Telecommunication, Industry

New applications of AI allow reducing after-call work


Calabrio has announced that it has opened access to the new Interaction Summary feature to the general public. The technology is powered by generative artificial intelligence (GenAI).

Available in a plugin, this feature summarizes communications between contact center agents and customers, which helps improve customer experience, optimize productivity, and save costs.

“Our recent acquisition of Wysdom has accelerated our ability to help customers leverage AI and ML (machine learning) to maximize agent engagement, productivity, and ROI. And Interaction Summary is the beginning of our series of next-generation features,” said Joel Martins, acting CEO and CTO of Calabrio.